customer service Archives - Jarrod Galm Marketing

November 22, 2013 By Jarrod Galm Leave a Comment

Using Social Media To Silence Critics

Social Media Can be Abused to silence critics

photo credit: quinn.anya via photopin cc

Social Media gives you a chance to listen to your customers and engage them in conversations. On the flip side, customers have the opportunity to not only engage you directly, but talk about your business to anyone who will listen. I mentioned a few of my social media pet peeves in an earlier post and one that really should be added to the list is companies who listen and respond to complaints by inviting the customer to send them a message so that they can take care of the issue.

[Read more…]

Filed Under: Blog, Business, Customer Service Tagged With: business, customer, customer service, facebook, marketing, social, social media, twitter

October 14, 2013 By Jarrod Galm Leave a Comment

Yes, You Do Need A Social Media Manager

CNN recently published an article saying that the Social Media (marketing) Manager is dead. What's interesting is that the data does tend to indicate that there are fewer Social Media Manager jobs, but many other jobs are requiring social media skills. Whether you're in customer service, human resources, sales, etc., companies want their people to be social media savvy.

In a down economy businesses are going to look for ways to save money. Unfortunately, any sort of marketing is usually the first budget to be cut and usually the last to return, unless of course the company is forward-thinking and knows how vital marketing is for their business. Since social media is becoming more mainstream with plenty of apps and services available that help make “doing social media” easier, it makes sense for companies to want their current (or future) employees to wear many different hats.

[Read more…]

Filed Under: Blog, Marketing, Social Media Tagged With: customer service, job, marketing, media manager, social media

July 10, 2013 By Jarrod Galm Leave a Comment

Recent Hotel Customer Service Experience Burns Me

Photo Credit: zachtrek CC

I'm a proponent of providing a high quality customer service experience for your customers. If you're a business and you don't meet or exceed your customers' expectations, you're leaving yourself open for bad publicity, bad yelp reviews, or angry comments on social media. It's not rocket science to provide quality service. Unfortunately, my wife and I were the victims of lousy hotel customer service during a recent stay. I figure the experience can serve as an object lesson for businesses in what to do when customers have a complaint. Read on for the full story.

[Read more…]

Filed Under: Blog, Customer Service Tagged With: advice, business, customer service, hotel customer, service experience

June 24, 2013 By Jarrod Galm Leave a Comment

5 Tips for Creating Advocate Customers

photo credit: Talk Radio News Service via photopin cc

If you're in business, you love having repeat customers. These are the people who have had a positive experience with your company and you provide products and or services that they need. As a business, having repeat customers gives you some security knowing that they'll be patronizing you more.

But what about advocate customers? They are more than just repeat customers as they will become unofficial ambassadors for your brand. They're the ones who will go out of their way to spread the word about your business and products and services to anyone who will listen. They'll post on Facebook, Twitter, and pin your stuff on Pinterest. They'll strike up conversations with people in line at the grocery store. They will talk to their friends and family about you. Nothing beats the power of a recommendation or a referral. These customers are gold for any organization.

How do you create these advocates? Here are five suggestions:

[Read more…]

Filed Under: Blog, Business, Customer Service, Marketing Tagged With: business, customer service, marketing

May 22, 2013 By Jarrod Galm Leave a Comment

Get to Know Your Customers

photo credit: MoDOT Photos via photopin cc

As a marketer, I get paid for my knowledge and understanding of the marketplace. I am paid to understand who my customers are and what types of things interest them. I also have to have some sort of idea of what marketing methods are going to reach them best.

Did you know there's something you can do to enhance your sales? It's really simple:

[Read more…]

Filed Under: Blog, Business, Customer Service, Marketing Tagged With: business, customer service, marketing, sales