Hot Links Friday: Social Media, Customer Service and Other Stuff



Social Media Demographics: Who’s Using Which Sites?

Flowtown – Social Media Marketing Application

I’m a huge fan of infographics, I guess it’s because of I learn better when doing and seeing stuff. If you’re the same way you’ll appreciate this great resource. When it comes to doing research online I always try to find an infographic that’s very detailed.

I liked how this one broke down users by age, gender, income level and educational level, which if you’re a marketer those are useful facts to know about social media.

Take advantage of this and take notes if you have to.


Are Small Businesses Apathetic About Social Media?

Some businesses still have their arms closed and their ear clog or something. Maybe they’re just living under a rock or something. These businesses are saying that social media isn’t necessary even though research proves the opposite.

I think anyone that’s on the edge curb and aren’t sure about using social media should read this post.


8 Tips for Health Care & Pharmaceutical Companies on Facebook

Don’t pay attention to the “pharmaceutical” part of this post. I still think that the eight tips on social media are useful if applied in other businesses besides just healthcare companies.

Inside this post you’ll learn about information you should provide to your audience, questions that you should be asking consumers, and how often you should be posting on Facebook.

If you want to leverage social media on Facebook this post is for you.


Who’s ignoring their customers?

After having a bad week with a couple of companies [Gap and Subway], I needed to find information that would make me better than them when it came to customer experience.

When I was at The Gap this week trying to exchange a pair of jean that were a gift, they would not exchange them and the lady even got really defensive. I understand there was a policy behind their returns and exchanges on Final Sale items but I feel I could’ve been treated better.

I ended up going to another Gap and they did exchange the jeans for another size. That’s all I wanted. Instead because of what that lady did, I replied to @Gap on Twitter but I didn’t receive any engagement from them, I guess it was of what I said. [@Gap your employees in Perrysburg, Ohio suck].

A simple sorry for the inconvenience would have been better than ignoring a loyal customer.

With Subway I had a similar experience. They served me burned meatball, must have been that it was 20 minutes until they closed on a Sunday. Instead of telling me the meatballs had been there all day long…long story short I posted a picture of the meatballs on Twitter, and I received zero engagement, Oh well…let’s see if they ever see a dime from me.

Lesson learned?? Don’t ignore your “loyal” customers!

Hope you enjoy this weeks links, if you have a favorite, or most useful to you tell me in the comments.

If you like the Hot Links Friday series I’d like to know, let me know if I can make it better. What should I write about or what type of information do you like most.



Blog or Newsletter: What’s a Better Communication Vehicle for Small Businesses with Customers?

I have a blog and a newsletter, which one should I keep? That’s the question I received last week.

Many companies now provide a blog and a newsletter for free.

Blogs are good because they can keep an audience updated on your company and it can improve your online footprint by putting good quality content on the web. If your business can offer information that’s valuable to prospects can increase future sales.

An email newsletter which is distributed on a weekly or monthly basis, which most companies usually choose, can be created to send out different topics instead of a focused blog post. I believe that a newsletter is more to keep subscribers engaged with your company.

If you look at this report here, you’ll find that email is the #1 activity among all ages in 2010. So some people are still prefer to get their information through a email.

Any information that might serve as a benefit to the industry that you provide content to, should be shared both through the newsletter and the blog. A little mix doesn’t hurt anyone. (e.g company news, new tools, industry information, tips)

To conclude this question, I believe that any good marketing strategy should have more than one option and channel of distribution to satisfy the consumers needs. When you combine newsletter and blog it just makes it easier on your targeted audience to connect with you or your company.

Besides a blog and a newsletter, businesses should be looking into other channels like: mobile marketing, social media, and advertising.

What do you think she should do?


Why Companies Should Invest in the Customer Experience

We all know how frustrating it can be to get a hold of a big company, hardly do they ever respond to your emails and if they do this is how it look:


Yea, I contacted them and told them their Guacamole sucked, WHAT?? I was just being an honest customer. No, but in all seriousness I wasn’t rude. I really just wanted to help them make their product better.

After buying their Guacamole and dipping my first chip and almost throwing up after just one dip I figured why not, you know. As you can see…they did respond but it wasn’t the answer I expected.

There was something I did like about this company that impressed me. Unlike most replies (if you’re lucky) you receive are automated responses that annoying the crap out of you.

However, this post isn’t about me being a dissatisfied customer or something like that. The reason I was inspired about write this post was because everywhere I read something today I keeped running into one company.


You might be wondering what is Zendesk?

In their own words they’re a “web-based help desk software with an elegant support ticket system and a self-service customer support platform. Agile, smart and convenient.”

I got really curious about customer service today, because like I said it seems like it was customer service day (that should be everyday). At least 4 out of all the blog posts I read talked about how important customer experience or customer service is.

So I figured I share some of the interesting facts that I got from my research. I think if you’re a business you’re going to like them and hopefully they’ll ring a bell too.

I’m a true believer that no fancy ad campaign can replace the ultimate value of giving customer the best possible service. You don’t think so? Would you go back to buy more stuff from someone that treated you crappy?

Now with all the word of mouth reviews on Facebook, Twitter and other social media sites coming up everyday, you need to invest in customer service more than ever. You make one little mistake, and it can take off on the web so fast, specially if it’s bad.

If you want the facts check out this awesome infographic:

Customer Experience Is More Important Than Advertising help desk softwareImage originally posted on Zengage, The Zendesk Blog


Why Small Businesses Got It Made (if they listen)

If you like interacting with each customer, showing them you care and want to help them if they’re paying or not you have a great opportunity.

As you can see in the infographic, you cannot afford to not pay attention to each and every customer. You and I know that as customers we want to be acknowledge by the company.

One bad experience and they are going somewhere else, that’s why you need to show them some customer love. To thrive in this economy as a small business every customer should matter.

Are you investing into customer service?

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