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12 Ways to Lose a Customer

by Daria Steigman on June 13, 2011

Customer Service Gripes, Independent Thinking, Steigman CommunicationsSo much of customer service should be easy, and yet companies screw it up every day.

A new survey by Consumer Reports finds that the top three gripes of customers are the inability to reach a human on the phone, phone trees, and rude salespeople. Rounding out the top five: long hold times and unhelpful solutions.

What the survey results suggest is that companies that excel at customer service are doing three things right:

  • Using technology to improve customer service (e.g., answering the phone, phone callbacks instead of keeping you on a holding cue, live Web chat options, useful online FAQs, Twitter support, and so forth)
  • Empowering employees so they can solve problems rather than read a problem-solving script (read The Key To Great Customer Service for a great example of this)
  • Listening to customers (e.g., picking good hold music instead of playing sales messages on an endless loop, selling rather than trying to up-sell)

Is any of this really so hard to figure out?

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Have You TweetPsych-ed Yourself Lately?

by Daria Steigman on May 24, 2011

TweetPsych, Twitter profile, social media, Independent Thinking, Steigman CommunicationsWant a good laugh? Run your TweetPsych profile.

TweetPsych–

“creates a psychological profile … and compares it to the thousands already in the database. This identifies those traits that are used more or less frequently by the user analyzed.”

My TweetPsych says that, compared to the “average user”:

  • I tweet about the future 56 percent more
  • I tweet positive sentiments 53 percent more
  • I tweet about thinking 48 percent more
  • I tweet about anxiety 39 percent more (apparently when I’m not tweeting positive thoughts)
  • I tweet about numbers 37 percent more
  • I tweet about constructive behavior 34 percent more

There’s more of course. I also apparently tweet a lot less about the past, work, learning, the media, and physical sensations than the average user. My tweets also contain about 34 percent less “primordial” content, which is defined as “lower-level dream-state and unconscious modes of thought. Some researchers refer to this as reptilian thought.” Whew.

TweetPsych is the brainchild of Dan Zarrella, so I’m sure there’s an analytic report and a book about the psychology of tweets in our future. Given how hilarious my “profile” is, however, I’m not sure what value any of this might have.

What do you think: Valuable tool or just a good laugh? Have your run your TweetPsych profile?

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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What’s Your Favorite Tweet Chat?

by Daria Steigman on April 19, 2011

Tweet Chat, Social Media, Independent Thinking, Steigman Communications llcTweet chats* can be a great way to connect with your online community, make serendipitous connections–and learn a lot too.

My favorite tweet chats:

  • Hashtag Social Media, which was started by my friend Marc Meyer. It’s all about social business (emphasis on business). And smart people sharing what they know and thinking through what comes next. (It runs on Tuesdays from 12 noon-1 p.m. EST.)
  • SoloPR, which  is built around a community of small business PR, marketing, and communications professionals on Twitter. It is sometimes about PR, sometimes about business basics. I don’t always find the topics relevant to me–but I love the comaraderie that host Kellye Crane has created. (It runs on Wednesdays from 1-2 p.m. EST.)

I’ve also been trying lately to make it onto Marketing Profs Profschat (Fridays from 12 noon-1 p.m. EST) when I can.

There are several other great tweet chats, including a couple that are scheduled after hours when I’m disengaged from the office. Though I’ve been known to lurk around blogchat (Sundays nights) on occasion.

What’s your favorite tweet chat?

*For the uninitiated, tweet chats are organized conversations, on Twitter, around a defined topic. Each one has a hashtag (# sign) to make it searchable as the hour ticks by. Just picture 100 or 1,000 people in a room all talking to a host and each other, spreading ideas and/or shouting out stuff they just heard that’s worth sharing with their wider audiences. Get the idea?

Photo by Shannon Kringen (Flickr).

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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Libya, Liquor, and Comment Luv

by Daria Steigman on March 8, 2011

Social Media, Independent Thinking, Steigman CommunicationsI had real-time conversations about Libya, liquor (and European trade shows), and CommentLuv the other day without leaving my desk or picking up a phone. Mickey Mouse and Gumby too.

Maybe it was the randomness of the topics. Or the serendipity of the connections. Or the fact that I can today talk so easily with people scattered from Tripoli to The Big Easy.

Heck, we all can.

Usually I take this immediacy for granted. But every now and then I have to catch my breath. It really is pretty remarkable how all of this is changing the way we can see, hear, touch, and understand our world.

Would you agree?

Photo by Tony Moyoy (Flickr).

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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10 Social Tools to Help Your Business

by Daria Steigman on March 7, 2011

Social Tools, Social Media, Independent Thinking, Steigman Communications, llcWe talk a lot about the “big 5″ social media platforms (blogs, Twitter, Facebook, YouTube, and Flickr).  But the conversation universe is a much bigger place, and there are other platforms, channels, and tools that just might make sense for your business too.

Here are 10 of them (thanks to a terrific closing session at the Frederick New Media and Technology Conference on February 24 that featured 10 speakers, three minutes each, talking about 10 less-well-known social tech tools):

  1. BuddyPress. Beth Schillaci said that this “social networking in a box” open-source WordPress add-on lets you build a community within your own space (e.g., where you have control and own your data). Suggested uses, said Schillaci, include a safe space for a student community and an in-house (employee) community that you can tuck behind a firewall.
  2. Tumblr. Jessica Hibbard called the microblogging site “an elegant solution” for curating content. She said it is an easy way to post content as diverse as video, photos, and chat scripts. Hibbard said business uses include showcasing your thought leadership by creating a central location for industry news (LL Bean does this) or as a way to connect with your community. There’s even an “ask me anything” button.
  3. Meetup. Kelly Beach said that you need to give to your community before you can start selling, and a Meetup group is one way to do this. She also pointed out that, with 250,000 meetups monthly, it’s a great way to connect with like-minded people in your community.
  4. SlideShare. See my 4 tips for using SlideShare.
  5. Quora. Lisa Byrne said that the fledging Q&A site is great way to both be helpful to your community and to ask for help. She said one way to use Quora is to ask questions that will help you deliver a better service or build a better product. (See here for my early take on Quora.)
  6. HootSuite. Like TweetDeck, Hootsuite is another popular Twitter client designed to make social media monitoring and engagement easier. Sandy Sponaugle said that Hootsuite supports several multimedia sites and recently rolled out a new analytics tool.
  7. 3D Visualization. Darian Robbins talked about using Google Earth to layer information to create a 3D representation about your business. Can you say cool?
  8. Open Source E-Commerce Systems. Nick Damoulakis talked about six good e-commerce products. UberCart and WP e-commerce both work with WordPress. His favorite: Magento, which he termed a “mini-Amazon.com” (lots of functionality, but it’s not plug and play).
  9. HTML5. Jon-Mikel Bailey said that HTML5 is all about user experience. He said that the code is easier to develop and maintain, and that it gives you lots of options (including chat features and better form management). This is developer geek chic. While the rest of us don’t have to know how to do it, it helps if we know what can be done.
  10. Google Instant. Jeannine Morber said that Google is moving increasingly toward valuing relevance in search. She said that the biggest implication is that content is and will continue to be the most important and relevant element of your Web site.

What’s your favorite “outlier” social platform or tool?

Photo by tuppus (Flickr).

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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