Posts tagged service

topseos.com Reveals SEOP as the Top Digital Marketing Service for the Month of July 2016 – Benzinga

topseos.com Reveals SEOP as the Top Digital Marketing Service for the Month of July 2016
Benzinga
Search Engine Optimization Performance has over 12 years of experience in search engine marketing for online businesses. Their dedicated team of SEO and PPC experts work to ensure that businesses are not only able to attract potential visitors but are …

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topseos.com Announces SEO Brand as the Best Search Engine Optimization Service for the Month of July 2016 – Marketwired (press release)

topseos.com Announces SEO Brand as the Best Search Engine Optimization Service for the Month of July 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – July 17, 2016) – topseos.com, the independent authority on search marketing vendors, has named SEO Brand the best search engine optimization agency for July 2016. Each month the independent research team at topseos.com …
topseos.com Unveils SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016Benzinga
SEO Brand Named Top Search Engine Optimization Agency by topseos.com for July 2016Virtual-Strategy Magazine
Tech Byte: search engine optimizationLakeland Times

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topseos.com Unveils SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016 – Marketwired (press release)

topseos.com Unveils SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – July 16, 2016) – The independent authority on internet marketing solutions, topseos.com, has named SEO Brand the best search engine optimization company for July 2016. SEO Brand was selected due to their remarkable …

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topseos.com Reveals SEO Brand as the Best Search Engine Optimization Service for the Month of July 2016 – Marketwired (press release)

topseos.com Reveals SEO Brand as the Best Search Engine Optimization Service for the Month of July 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – July 13, 2016) – topseos.com has announced the rankings of the 100 best search engine optimization companies for July 2016. SEO Brand has been named the best firm due to their strong performance during the topseos.com …
topseos.com Unveils SEOP as the Top Digital Marketing Agency for the Month of July 2016Benzinga

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Five reasons why you should invest in social customer service

If you’re a business in 2016, chances are that you’ve invested time and resources into maintaining a social media presence, to promote your brand and engage with consumers.

But have you made the same level of investment into providing a dedicated customer service on social media?

Many brands, despite having a social presence, aren’t investing the time and resources into providing a good customer service on those channels.

A report by NM Incite into the ‘State of Social Customer Service’ found that although nearly 1 in 3 social media users prefer to reach out to a brand via social channels instead of over the phone, only 36% of users with a customer service inquiry reported having it solved quickly and effectively.

14% of users reported the company engaging quickly but failing to solve their issue, and 10% never received a response at all.

The fact is that when brands are present on social media, users increasingly expect to be able to reach out to them there and receive an effective response.

Providing a timely and helpful response to customers is of huge benefit to a business, but failing to provide a good response or even engage with a consumer can be even more costly.

Many businesses are understandably wary of engaging with consumers on such a public forum, but social media customer service and care can be incredibly effective when handled properly, and it’s well worth your time to make sure your business does it right.

To explain why, here are five big reasons why you should be investing in social customer service.

A cartoon graphic of three blue Twitter-style birds, tweeting an exclamation mark and a question mark in speech bubbles emitting from their beaks.Image by opensource.com, available via CC BY-SA 2.0

1) It’s convenient

The idea that social media provides a faster response to customer service enquiries is not necessarily true, as this can depend on the complexity of the requests, the volume, and how well-equipped a company is to deal with them. But what it does provide is convenience.

As Guy Stephens wrote in the ClickZ Intelligence Social Media Customer Service: Best Practice Guide:

“People like to say that social is all about speed. I don’t subscribe to that view. Telephone or email are in many respects probably faster, so there has to be something more about social. I think it may well be convenience and the fact that it the channel is not owned by the company.”

Chances are high your customers already spend a lot of time on social media. Last year, GlobalWebIndex found that the average person spends a total of 1.72 hours on social networks, accounting for nearly 30% of their daily internet activities. So it makes sense to engage your customers where they already are – especially given that…

2) People expect a response – and they like to be heard

Dale Roberts reported for ClickZ back in April that response rates for brand surveys have dropped from 20% to just 2% over the past 20 years. But while customers have a limited amount of patience nowadays for being surveyed, they absolutely still want to be heard; they’re just using different channels to communicate with brands.

Research commissioned by Lithium Technologies in 2013 found that 53% of people who tweet at a brand expect a response within the hour. This figure shoots up to 72% when people have a complaint to make.

A vector graphic of a stopwatch, with the hand moving towards the '2' position.
Research by Lithium Technologies indicates that 53% of people expect a brand response on Twitter within the hour. | Image by ClkerFreeVectorImages, public domain image

When companies don’t respond to customer messages within the expected time frame, 38% of customers were found to feel more negative towards the brand, while 60% were prepared to take action to express their dissatisfaction, from denying the brand their business to publicly shaming them on social media.

It’s not all doom and gloom, however; the same study also found that when brands provide a timely response to customer concerns, 34% are likely to buy more from that company, 43% are likely to encourage friends and family to buy their products, and 42% are willing to praise or recommend the brand through social media.

3) A good impression counts for a lot

So as we’ve established, your customers are already present on social media and will most likely be communicating with your brand there as well. The way you respond in that situation can make all the difference to your brand’s reputation and profile.

Social media has been a game-changer for customer service in that it makes brand-customer interactions much more public, making companies accountable for the way that they deal with customers.

This might seem daunting, but it also provides companies with a major opportunity to create a positive impression for their brand, and showcase their commitment to good customer experience.

Take British Airways, which managed to find an opportunity for humour in a customer’s complaint on Twitter, while still taking the time to address their concerns:

Customers don’t always take to social media to complain – many want to express their appreciation. It’s always nice to get the good feedback as well as the bad, and the way that you respond to it can invite more of the same.

A long Twitter exchange between an American Air customer who has been flying with the brand since he was 6 years old. He thanks the airline for a fabulous flight, and American Airlines responds by saying, "That's music to our ears, we loved taking you #homesweethome! Thank you for your business and loyalty, Jeffrey!"

4) Customer service makes a huge difference to customer retention

We’ve already seen that the kind of response customers receive on social media can make a big difference to how they feel and act towards a brand. But it isn’t just about fending off a bit of negative feedback: the data shows that customer service as a whole can massively influence a customer’s choice of brand.

According to data gathered by Zendesk, 40% of customers began purchasing from a competitor brand based on its reputation for great customer service, while 85% were willing to pay up to 25% more to ensure a superior customer service experience.

On the flip side, 82% of customers were found to have stopped doing business with a company due to poor customer service, while 95% of customers have taken action as a result of a bad experience. Of these, 66% wanted to discourage others from buying from the company.

There’s an oft-repeated saying that retaining a customer is five times cheaper than acquiring a new one. While this has been disputed – and the exact figure is probably a lot more difficult to quantify – it’s clear that investing in a good customer experience across all channels is an extremely worthwhile business decision.

And not making efforts to provide good customer service can be genuinely costly.

A picture of an outstretched hand with a bubble floating above it. Inside the bubble is a cartoon image of a person's head and shoulders, wearing a red jacket and tie.A customer in the hand is five times cheaper than a customer in the bush. Or something like that, anyway. | Photo by geralt, public domain image 

5) It can be beneficial for product research and marketing

As Matt Owen wrote in our ‘Social Customer Service: Best Practice Guide’,

“In addition to providing information, social media channels should provide an open space for customers to discuss issues they have with a product or service, and the more constructive businesses will see this as a valuable source of product feedback, which can guide their own internal focus and reduce wastage.”

Savvy brands have also found ways to turn customer feedback on social media into an opportunity to upsell products.

Take Marks and Spencer, whose social customer service representatives respond to customer questions and criticism by recommending them products that they might like, or making sure that the feedback they have is passed on to the relevant internal teams.

This makes customers feel like they are heard and that the brand values their feedback, while also making it more likely they will come back to buy a similar product, or an item which was previously out of stock, if the brand keeps the lines of communication open.

With all that in mind, there’s never been a better time to start making a dedicated investment into good social customer service, and set yourself apart from competitors who aren’t yet in the game.

And if you need any more guidance on how to give your customers the best possible experience on social, check out ClickZ Intelligence’s report ‘Social Media Customer Service: Best Practice Guide’.

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topseos.com Names SEO Brand as the Top Search Engine Optimization Service for July 2016 – Marketwired (press release)


Huffington Post
topseos.com Names SEO Brand as the Top Search Engine Optimization Service for July 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – July 07, 2016) – topseos.com has announced the rankings of the 100 best search engine optimization firms for July 2016. SEO Brand has been named the best company due to their effective performance during the topseos.com …
topseos.com Reports SEO Brand as the Best Search Engine Optimization Firm for the Month of July 2016Digital Journal
The Web Hosting And SEO Trends That You Must Know In 2016Huffington Post
Marketing the TNW Way #13: Supporting Schema.orgThe Next Web

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topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016 – Broadcaster

topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016
Broadcaster
NAPLES, FL–(Marketwired – July 03, 2016) – The independent authority on online marketing providers, topseos.com, has named SEO Brand the best search engine optimization agency for July 2016. SEO Brand was selected due to their effective performance …

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View full post on seo optimization – Google News

topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016 – Marketwired (press release)

topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of July 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – July 03, 2016) – The independent authority on online marketing providers, topseos.com, has named SEO Brand the best search engine optimization agency for July 2016. SEO Brand was selected due to their effective performance …
Profit by Search now offers SEO services to avoid the impact of new Google mobile usability testing toolConsumer Electronics Net

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topseos.com Announces SEO Brand as the Best Search Engine Optimization Service for the Month of June 2016 – EIN News (press release)

topseos.com Announces SEO Brand as the Best Search Engine Optimization Service for the Month of June 2016
EIN News (press release)
/EINPresswire.com/ — topseos.com has reported the rankings of the 100 best search engine optimization services for June 2016. SEO Brand has been named the best company due to their effective performance during the topseos.com meticulous evaluation …

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View full post on seo optimization – Google News

topseos.com Names SEO Brand as the Top Search Engine Optimization Service for June 2016 – Marketwired (press release)

topseos.com Names SEO Brand as the Top Search Engine Optimization Service for June 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – June 27, 2016) – topseos.com has reported the rankings of the 100 best search engine optimization firms for June 2016. SEO Brand has been named the best company due to their effective performance during the topseos.com …

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topseos.com Names SEO Brand as the Best Search Engine Optimization Service for June 2016 – EIN News (press release)

topseos.com Names SEO Brand as the Best Search Engine Optimization Service for June 2016
EIN News (press release)
SEO Brand has been awarded the rank of best search engine optimization agency in the monthly rankings at topseos.com due to their fast customer response times, their comparative performance over previous months, and their dedication towards …
SEOP Named Best Digital Marketing Agency by topseos.com for June 2016Benzinga

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topseos.com Declares SEO Brand as the Top Search Engine Optimization Service for June 2016 – EIN News (press release)

topseos.com Declares SEO Brand as the Top Search Engine Optimization Service for June 2016
EIN News (press release)
/EINPresswire.com/ — topseos.com has named SEO Brand the best search engine optimization company for June 2016. SEO Brand was selected due to their impressive performance in the genuine evaluation process. While there are thousands of agencies …

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topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of June 2016 – Marketwired (press release)

topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of June 2016
Marketwired (press release)
NAPLES, FL–(Marketwired – June 18, 2016) – The independent authority on online marketing, topseos.com, has named SEO Brand the best search engine optimization company for the month of June 2016. SEO Brand was chosen based on their remarkable …

View full post on seo optimization – Google News

Why are we so bad at social media customer service?

While social media marketing campaigns have always grabbed the lion’s share of the headlines, customer service is the area where the real battles for market dominance are being waged.

Providing good customer service is not just about differentiation, it is business-critical.

So… why is everyone so awful at it?

There are a lot of reasons customer service isn’t up to scratch. It’s a new discipline. In many cases it’s grown organically. A majority of businesses still file social under the marketing banner, rather than as a service department, which means that there are conflicting interests vying for channel space.

This means that the market is under-serviced in many cases. According to 2015 data, the majority of businesses using social media are only able to respond to two-thirds (66%) of the social media interactions they receive.

This issue is actually compounded in businesses where social customer service is part of the wider customer service function.

Channel expertise is at a premium, meaning there is often a lack of structure between the people running the Twitter account and the people on the phone. What should be a beautiful, frictionless experience for a customer becomes a hell of multiple calls, and explaining issues over and over again.

It’s worth remembering that by the time someone is complaining about your business online, it is probably because your other channels have already failed them. You are starting with a customer who is mad as hell and isn’t going to take it anymore.

No amount of brand-building is going to counteract that. And just so we’re clear on the impact, 40% of US consumers have taken their business to a competitor brand based purely on superior customer service.

http://www.newvoicemedia.com/blog/the-multibillion-dollar-cost-of-poor-customer-service-infographic/

How do we start providing good service through social?

It would be remiss of me not to mention that I’ve recently finished writing an enormous social media customer service best practice guide on just this subject, which you can access through ClickZ Intelligence, but just like customer service, it would also be bad of me not to at least try to solve the issue in this post.

The most forward thinking organisations have begun to address these issues by creating posts that are designed to completely own customer experience. Rather than separating touchpoints by channel, a Chief Experience Officer or Chief Customer Officer is primarily charged with making sure that the customer has a good time, all of the time.

http://www.aspect.com/Documents/Papers/Aspect-NGCC-Forrester-WP.pdf

On the face of it this seems straightforward (It’s not), and there is definitely a school of thought that says it is as much about mindset and culture as it is systems and processes. The realisation that every department is on the same P&L is, perhaps surprisingly, not a common one in business.

Different channels, different metrics

I mentioned channel expertise earlier. The ability to understand how interactions occur on different platforms is key to successful implantation, because it will fundamentally affect how you measure success.

In the case of email or telephone, it was historically common practice to base reporting on ‘number of closed cases’. This obviously does not always motivate the service representative to supply customers with the best answer to an issue. Merely the quickest.

This is again compounded by social, where it is not a linear conversation. A phone call may take ten minutes to complete. A contact through Twitter may be answered immediately, but the customer may not respond for several hours. Time-to-resolution is not a fair or useful metric here.

Also, while it is strategically possible to remove customer satisfaction from channels, it is not as easy to separate it from departments. If your marketing team is providing customer service, then you can bet they’ll want that value reflected in their monthly reports.

The fact that at least a third of social media questions go unanswered is also an issue bought on by a failure to apply considered metrics to social customer service. Marketing has often been guilty in the past of ‘everything, everywhere’ approaches to social. We have to be on Snapchat and Pinterest and Twitter and YouTube and…

Hold your horses.

Success in any form of social media is dictated by the quality of service you can provide. Whether that’s an interesting Facebook page or a raft of multimedia omnichannel responses. If you cannot resource for these channels, then the most valuable thing a business can do is work out which channel is most used by their customer base, and concentrate on responding on that channel.

As businesses become more complex, so too does customer service. Monitoring tools are extremely advanced, but if they do not have a native language speaker setting up initial Boolean search terms, then they will miss a huge number of interactions (If you’d like to see this in action, try typing ‘SEO’ into search.twitter.com and see how many returns you get from Korea that have nothing to do with Search Marketing).

Although these systems are still developing, many use tracking and logging processes designed for traditional CRM. Where ‘traditional’ CRM provides a customer persona based on their interactions with a business by phone, email, through a website or in person. Social CRM data includes every interaction that customer makes with any business, so can be far more valuable if collected and utilised properly, but it requires a more comprehensive tracking and response process.

There is no simple way to provide great customer service through social, but it is achievable, and perhaps more importantly, it has clear commercial value. Forrester found that 45% of users will abandon an online purchase if they can’t quickly find answers to their questions.

The trick is to find out where that customer is online and be ready to provide that information.

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topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of June 2016 – EIN News (press release)

topseos.com Reports SEO Brand as the Top Search Engine Optimization Service for the Month of June 2016
EIN News (press release)
/EINPresswire.com/ — NAPLES, FL–(Marketwired – June 18, 2016) – The independent authority on online marketing, topseos.com, has named SEO Brand the best search engine optimization company for the month of June 2016. SEO Brand was chosen …

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2 strategic opportunities for local service area businesses

Are you having a hard time ranking in Google’s local results as a service area business? If so, columnist Corey Barnett has some ideas for how to improve your visibility.

The post 2 strategic opportunities for local service area businesses appeared first on Search Engine Land.

Please visit Search Engine Land for the full article.

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