September 26
How does the communication with the customer change
To engage with customers, it is no longer enough to have an email address and customer service number on one’s website. Today, people want to interact with and engage businesses via their chosen means of communication, whether that is Twitter, Facebook, discussion forums, or a feedback site like Get Satisfaction.
Companies like Dell, for example, have fully embraced multiple channels of support. Their community site lists all the ways customers can connect with them through Twitter, Facebook, Flickr, YouTube, forums, blogs, email, and more. Dell wants people to be able to connect with them through whatever channel is most comfortable.
Dell on Twitter
and on Facebook
[SinglePic not found]
Best Buy Co., the world’s largest electronics retailer, has a customer-service team that use Twitter to answer questions about products to help increase sales:
So what is the lesson of that? Rather than expect customers to communicate through your chosen means, allow them to do so through their chosen means.
But don’t start a Twitter account unless you want to use it.
@TimeWarnerCares opened a Twitter account, which has 565 followers. @TimeWarnerCares didn’t bother to follow anyone, so they have no way to know who wants to talk with them. Who is Tweeting for the company? There’s no way to know because there’s no bio, no photo, no link to a website, and there has not been one Tweet since someone had the brilliant idea to “try social media.”
And don’t use #hashtags like Habitat!
UK retailer Habitat joined Twitter in June 2009 and soon began marketing its products via links to its site and catalogue. The company employed “hashtags” – related keywords added to the end of Tweets to improve positioning in search results – to boost their hit rate. While this is common practice on Twitter Habitat used hashtags related to the popular search terms at the time: iPhone, Iran election and Mousavi being the three most popular. Anyone searching on the site for information for the Iranian election was presented with a link to Habitat’s latest catalogue.
The Twitter community reacted angrily to the messages, with some accusing Habitat of spamming the site.
The bottom line is that it was a serious misjudgement. They have used a political and human situation that many people are concerned about, to market their products and services and that is not right.
Habitat had to apologised: “Habitat sorry for Iran Tweeting”
Related posts:
- Internal communication an important part of any change management process
- Is social networks key to improved customer relations and product development
- Social media has given consumers a whole new voice
- How to communicate change to the customers
- Is there a change in how customers’ concerns are addressed
very true. So many companies make a terrible mistake about modern communications, they think it is just another form of advertising or, reacting to the latest fad they jump into something and do not follow through. From my POV these new methods are layered on top of the old ones and can act like a magnifying glass, showing up the inconsistencies. Building customer expectations and then simply failing to meet them.
The basics still hold and always will. Clarity, truth, open desire to listen carefully and speak with care and respect.
I’m having fun reading your postings.
John
[...] And make sure you don’t use #hashtags like Habitat! [...]