Month: April 2018

Are you a modern day business seeking to establish better relationships with your customers? Do you want them to feel a personal touch with your brand?A good way you could go about it is to think in the direction of setting customer support services on social platforms. Remember, the last time you dropped a complaint on Twitter on your bank’s handle and they actually responded resolving your issue? That did feel nice right! Research from a survey suggests that about 67% of 23,000 online customers surveyed have contacted a company via social media. Another study by Gartner points out that ignoring customer service on social media can result in an average churn rate of 15%. In light of such commonality these days, progressive businesses are exceedingly resorting to customer support through social media, which is why you must not shy away from it too. However, you should remember, only setting up customer support doesn’t solve the purpose. What’s more important is that it’s done right for you to get desired results. Setting up inefficient and ineffective customer support can be counterproductive and end up annoying customers. Here are some ways by which you can ensure customer service through social media –   Assigning a Dedicated Team  Maintaining effective customer support on social media is no cakewalk. You must assign a dedicated team of agents to handle the entire process efficiently. You may set a customer support guideline outlining protocols related to escalation, the tone of voice, time to be spent on each channel and so on for standardization. After all, how would you feel if the response you got after tweeting wasn’t polite enough? Your executives should be trained to be polite at all times and familiarised with the ways of handling the new age social and mobile customers too.   Ensuring Speedy Reply Being prompt in replying to a customer’s comments is extremely important. It can actually work the other way round if you set up a customer support on social media and end up not responding promptly to customer queries. Ideally, you must try and ensure that your customers are communicated to within an hour of their query. In fact, for any other types of mentions too, you must be careful that there isn’t a delay of more than a few hours. A research by Bain & Company suggests that customers whose requests have been responded to promptly by the business over social media, end up spending 30% more with the company.   Prioritizing Responses Based on Importance The volume of social media noise that a business generates could vary depending on the size of its operations and customer base. If you’re a company that receives too many customer messages, it can get hard to reply to all simultaneously and promptly. In that case, an organised approach is helpful. You could manage responses in terms of setting an internal priority ranking methodology. The order you pick should depend on your business specifics. As an example, you may prefer to reply to complaints and grievances before technical and account related doubts. Alternately, issues that affect the image of your brand could be more important in terms of demanding promptness than catering to product or service requests.   Following Your Customers Providing superlative customer service implies literally following your customers to wherever they are socializing. You could begin by searching for mentions of your business/brand on social sites. You could also follow this with queries/interests/grievances and even discussions. You should never leave it on an online commenter or the search algorithm to respond to your customer. You will be surprised by how impressed a customer will be when the brand itself catches up with him/her. Another aspect could be to add something valuable to the conversations relevant to the industry, if not your specific brand to look like a thought leader.   Setting Up Automated Monitoring Tools Once you know where and how your customers are connecting with your brand, it is time to connect back. The quickest and easiest way of doing it is using an automated monitoring stream. You can customise the streams like positive and negative comments, questions, blogs etc. Depending on the segment you like, let the tool monitor the streams for you.   Grabbing the Pulse of Your Audience Monitoring the mentions, comments and so on about your brand may be automated. However, it’s still important to listen carefully to your customers and observe a general pattern. The idea is to analyze their activities to get a grip on the issues that are normally raised over a given period of time to improve in an overall sense. For instance, which comments are induced by a poor experience or which ones are pure feedback.   Adding a Personal Touch How would you feel if you tweeted Samsung with a drawing you drew for them along with asking for a free phone and they actually gave you one, customised with the drawing you sent? Well, that’s actually happened and also hints at why a brand like Samsung has a loyal base of customers. Customer service is all about building great relationships. The more personal touch you are able to add, the better it works. Personalizing your response with a simple ‘Hi’ followed by the name of the customer can work wonders. Similarly, discussing sensitive topics in a private setting implies showing respect for the customer. Paying attention to these small details doesn’t go unnoticed and makes a significant difference. With that, we can come to some good examples of brands who are social support ambassadors.   Some Examples Of Brands Doing Great At Customer Service On Social Media When it comes to marketing, starting to list good examples is seldom without Nike being at the top of the list. Nike has dedicated support handles in eight languages on Twitter, with the executives being patient and prompt to requests all day along all through the week. Their responses are always polite and always make the customer feel

Are you a business owner who approaches marketing like a ‘one-night stand’? As nasty as it sounds, you could actually be doing that with little realization. Put differently, are you following the approach of shoving your product right at your target customer’s face just when you spot them? Well, if you’ve done that, you may have already realized, interruption is something that is clearly not going to work. So what does? One of the most effective strategies out there today is content marketing. As Seth Godin, says “Content Marketing is all the marketing that’s left.” So what is content marketing?  To explain this in the simplest manner, it’s a way of marketing in which you educate your customers about your products or services and create a value proposition. You just don’t sell our product or service. You sell value, tips or information that helps the customer in some way. This engagement builds trust and when a customer trusts you, he is more likely to buy from you. But how should you do content marketing? What is the secret sauce for the perfect content marketing campaign? Doing content marketing and doing it the right way makes all the difference. Content marketing is not just about generating endless blogs on your website and seeding your content with keywords or blindly populating your social channels with content posts. Whether it’s the content created or the content marketed, things have to be done a right way. For business owners who want to know why should you do content marketing and how here is a short video that explains the basics. Hit the play button ONLY if you’re seeking answers to the following – What exactly is content marketing? How to decide what content format to use? What are the steps involved to get it right?     Once you have got your strategy right, you will definitely see the traction you want. Please remember this – if you have to court content marketing, make sure you are not looking for overnight stands. You need to nurture and grow this one to see its beauty and power. Want to know how to get your content marketing started? Drop us a mail at sales@justwords.in for a quick consult.

  A picture is worth a thousand words. Well, then what do you think about videos? Videos are clearly far more captivating and engaging than static graphics and textual content can ever get. They are an ideal means to garner attention, yield clicks and score leads for your business. It’s no surprise that the use of videos as a preferred content format has been growing dramatically over the last few years. Are you aware of the fact that by 2019, global consumer video traffic is expected to account for 80% of global consumer Internet traffic? Think about it, with the strong technical infrastructure, fuelled with access to cheap high-speed data and mass penetration of smartphones, videos can really be a game changer for your marketing pursuits. If you’re considering including videos in your marketing arsenal, you must think no further. Here are some interesting ways your business can use videos to its advantage. Explainer Videos With the marketplace flooded with products and services, battling for attention is getting harder by the day. In this kind of an ad-aversion mindset, it’s tough to grab a potential customer’s attention. It is well established as well as intuitive that presenting content in the motion format is far more successful grabbing eyeballs quickly as compared to static content. In only a few minutes, videos can, in an interesting and fun way, explain what your offering is about and more importantly how it can benefit your target users. Explainer videos can be embedded on your website or even shared on a social media platform. It might interest you to know that Facebook as a single social platform generates 8 million video views a day. (Source: Social Media Today) Live Videos Social media channels have a very interesting feature called live videos. Live videos lend a human face to the content, making them instantly more reliable and far more impactful than man-made animations. . They come with a comment feature with the live streaming that facilitates real-time interaction with the target audiences, making the nurturing process in your marketing funnel far more refined. Moreover, since live videos are a fairly new content format, social media algorithms, especially on Facebook, prioritize them on the feed as compared to other post formats. Statistics outline that the view time for a live video is usually 3 times higher than a prerecorded one. An ideal strategy to deploy when using live videos is to ensure consistency. In other words, maintain a disciplined frequency through a planned period. Vlogging While blogging is undoubtedly a great inbound marketing strategy, vlogging is turning out to be an extremely powerful successor. A vlog essentially refers to a video blog, often containing a mix of embedded videos with supporting text and images. vlogging comes with a unique advantage over blogs as it lends a sensory-rich experience to the viewers. Traditional textual content cannot replicate this advantage, no matter what level of quality it possesses. vlogs help to establish a strong personal brand, which impacts awareness and eventually spills over with contributing positively to the bottom line. Email Marketing The email list is well known to be every marketer’s treasure trove. While you execute your email marketing, an interesting way to spice it up and stand out from the hundred other emails from your competitors is by embedding videos in the email signature. These videos could typically exhibit your personality as an individual or reflect your company culture. In just a few minutes, they’re sure to entertain your prospects and strengthen goodwill for your company. Video Testimonials Social proof is extremely powerful in building trust. While text and image-based testimonials are common because they’re easier to make, video testimonials can be way more effective in influencing the decision of potential buyers. A good way to get your loyal clients to document their recommendation in videos is by offering an incentive. This could also help to strengthen your relationship with them. Attention Grabbing GIFs   GIFS can be another interesting means to inject personality and amplify your branding efforts. While the use of too many of them can be inappropriate, their right use can be very successful in instantly grabbing eyeballs and drawing attention to your call to actions. GIFs are fairly simple to create and can be embedded in presentations, social media posts and even in emails. Try out these spins in the modern usage of video content and experience a spike in your customer engagement levels. Have you used videos in any other way? If yes, let us know in the comments below.

If you’re the owner or marketing head of an eCommerce store, we totally understand your pain. While setting up shop and running ads was one part, getting more customers, revenues and sales is just so much harder. You’re probably planning to or have already engaged in content marketing because that’s what you’ve been told works. However, engaging in content marketing services only isn’t what’s needed to win traffic and get the revenue numbers you’ve been targeting. You’ve probably experienced that expectation-reality gap already. Winning the content game in real terms is so much more than just creating content that ‘you think’ is great. It’s about getting certain fundamentals right, resonating and hitting the target group on their sweet spot with exactly what they care about most. While you fight with the cut-throat competition to grab eyeballs and navigate traffic to your website, there are some basics you must keep in mind (if you want to win the game) In this compilation designed exclusively for an eCommerce store, you can expect to find the following Tips for creating high resonating, useful and entertaining content to hit your target on the head Ideas to use channels like YouTube and piggyback on the videos trend Ways to nurture a tribe of loyalists Engagement tips using influencers and techniques such as quizzes Methods to build lasting relationships with your target group This e-book is for you ONLY if You are itching to grow the traffic on your eCommerce website You feel extremely motivated to convert visitors into customers Turning your customers into repeat customers is your passion Claim your FREE copy. Grow your business NOW.