How important is customer service via social media?
According to J.D. Power, 67% of consumers have used a company’s social media channel for customer service.
And when they do, they expect a fast response. Research cited by Jay Baer tells us that 42% of consumers expect a response with 60 minutes.
Customer service is undergoing a mwith
online communication moving away from private, anonymous, one-to-one
channels toward public one-to-many channels that are mobile, social, and
attached to real identity. In brief, social media is changing the
entire business of customer service, posing great challenges and
presenting new opportunities for brands. In the midst of this seismic
shift, though, it’s important to remember that the core principles of
great customer service still apply.
As a loyal Samsung customer, called samsung customer service and asked for a free unit of their latest, soon-to-launch phone. To sweeten his offer, he included a drawing of a roaring dragon.Also Read Other Posts
Not surprisingly, Samsung said “no”. But to say thanks, they sent him their drawing of a unicycle-riding kangaroo.
Shane then shared both messages (and drawings) to Reddit where it went viral. In response, Samsung Canada sent him the phone he asked for – and customized it with his fire-breathing dragon artwork.
While waiting for takeoff in Tampa, Florida, Peter Shankman jokingly asked Morton’s Steakhouse to deliver a porterhouse steak when he landed at Newark airport.
While departing the Newark airport to meet his driver, he was greeted by a Morton’s server with a 24 oz. Porterhouse steak, shrimp, potatoes, bread – the works. A full meal and no bill.
When you think of the logistics of pulling this off, it becomes even more impressive. The Community Manager needed to get approval and place the order. It needed to be prepared and then driven by the server to the airport, to the correct location and at the right time. All in less than three hours.
Some of the comments on Peter’s post Takeaway:
suggest that this isn’t an anomaly. Another reader shares his
experience of ordering a baked potato and getting a full steak meal –
delivered and for free.
After numerous stays at Nashville’s Opryland Resort, Christina McMenemy wanted her own spa-sound clock radio that comes standard in each room. The sound helped her sleep better than ever, and she couldn’t find that model anywhere. So she asked the hotel for help finding it.
Turns out, that model was exclusive to the Gaylord hotels. She thought that was the end of it, and went to her conference.
Not only did they make a long term customer very happy, they also received significant media coverage for their act of kindness. Takeaway:Upon returning to her room that evening, she found a gift waiting:
the spa clock and a handwritten card. The staff had given her the
product she was unable to find.
Looking for a good small business idea that could turn into a big business idea?
If you are, I think we’re living in extremely exciting times, and I say this because it’s clear to me that businesses we used to think were established and virtually untouchable are now vulnerable to startup competition.
Some of these are obvious, and the popular press runs stories about them every day. I’m thinking about enterprises like Uber, Airbnb and other peer-to-peer or sharing business models that are using the advantages of today’s technology to launch an assault on an established business sector.
But some startups are getting traction even without leveraging the bleeding edge of technology. (Maybe I shouldn’t have used the word “bleeding” here, because I want to talk about what’s going on in the razor-shaving industry.)
Let me set the stage with a very brief history lesson. Gillette and the company’s competitors sold reusable razors with the intent to make most of their profits from selling the blades used to fill the razors. It was a fairly advanced way of thinking at the time.
This business model chugged along merrily for generations. It’s so simple that it seemed almost unassailable. How could anyone make inroads against the likes of Gillette and Schick?
A funny thing happened on the road to success for Gillette and Schick – they got fat, sassy and complacent. With a corner on the market, they tolerated each other and let their attitudes towards their customers – especially when it comes to pricing and service – get the best of them.
This opened the door for some newcomers in the game, players like
Some of these startups leverage the Internet in ways that caught Gillette and Schick off guard, but frankly their subscription model could have been launched without the Internet. These startups recognized that the established brands were vulnerable in pricing and in the hoops they make buyers jump through to get their blades (dealing with locked cabinets in stores).
If we look hard and with fresh eyes, we can probably find all kinds of supposedly established legacy companies that would be vulnerable to competition from an eager and creative startup. This could be your golden small business startup idea that has the potential for huge growth.
Think about the companies that you more or less dread doing business with. When your spouse asks you to run an errand to a certain store or to get a certain product and you immediately groan, where are you being sent? How can you make the experience better? Don’t worry if it’s a huge global corporation or included among the Dow Jones Industrial Average stocks.
In the end, it could be that, “The bigger they are, the harder they fall.”
Small business loans help the new company buy supplies and technology, hire employees, and secure space and services. Knowing the basics of business loans, when they’re a good fit, and how a loan could help are key factors in launching a company.
It’s important to start the lending process early, because it takes time. Waiting until the last minute could jeopardize launch plans, so researching a lender ahead of time is critical. Smaller banks and credit unions often have more flexible lending standards, while big banks may offer cheaper rates – so the lender you choose should depend on the individual needs of your business. You may also get rejections – potentially lots of rejections. Don’t give up, but consider reevaluating your strategy if this keeps happening to you.
Follow these guidelines to make sure that you — and your small business — approach the application process fully prepared.
1. Know your credit score. If you’re applying for a loan with a traditional lender, your credit score is one of the main factors that will be considered. So, before you contact any bank, know your numbers. Request a personal credit report (get one for free at AnnualCreditReport.com). Check for errors, such as a payment you made on time but was reported as late. If you find a mistake, contact the credit bureau and company involved to resolve the issue.2. Understand your options. Lenders vary from the traditional (banks and credit unions) to the nontraditional. While the interest rate you'll get will likely be considerably higher than the average rate today, you'll also find the approval process to be much speedier than at a bank. In addition, you'll start repaying the loan in small increments every day, thus reducing the risk of missing a bigger monthly payment that might come with a traditional loan. Another alternative is a merchant cash advance, which is based on future credit card sales.
3. Know what you need. If you’re not sure how much cash your company needs to operate or expand, meet with an adviser or an accountant before approaching any lenders.
4. The terms of the loan.
Small business owners need to understand all the terms and conditions of a loan before signing the dotted line. The small business loan sector is growing rapidly, which means there are some unsavory characters looking to make a quick buck. There are also a variety of ways a lender or creditor can offer funding. Here's what to consider:
5. How the lender determines credit worthiness.
Just like with any other form of credit or loan, not all underwriting is created equal. Small business lenders will have a multitude of requirements. Some will require that you’ve been in business for two years and generate at least six-figure income. Others may only require owners be in business for six months or offer loans based on invoices instead of revenue.
6. How fast you need funding.
The immediate need for funding can have a huge impact on which loans a small business owner can use. Same day or next day funding is an option, but this could come with a steeper APR because the borrower has less time to shop around and compare price points.
7. How much funding you need.
Consider how much funding is needed, and don’t forget to factor in fees. Be sure the amount needed for a loan is within the maximum amount available with a lender; otherwise it isn’t worth applying in the first place.
8. Quality customer service.
Sometimes a local bank or a reputable bank may offer the best fee, but small business owners should also consider customer service reviews. Newer entrants in the small business loan space may provide more streamlined customer service as well as a quicker response time.than the old and more reputed ones like HDFC Test the customer service before taking out the loan.9. Can YOu repay a loan?
Lenders may not ask it exactly this
way, but that’s why they ask about your time in business, your annual
revenues, your profits, or your cash flow. They’re trying to determine
if you have the means to make regular payments. This is why it’s so
difficult for early-stage businesses that aren’t generating regular
income or revenues to qualify for a loan.
10. Will you repay the loan?
is a different question than the first and is why many lenders look at
your business credit profile as well as your personal credit score when
they evaluate your business’s creditworthiness. Lenders try to predict,
based upon your track record with other creditors, whether or not your
business will make the periodic payments.
11. Do you have a backup plan?
This is an important question. Because many business owners plan to use
borrowed capital to fund projects designed to increase revenue and
profits, they anticipate an increase in revenues and the cash flow
they’ll need to make their loan payments. This is a reasonable
expectation. Lenders want to know that regardless of the outcome of the
reason you are borrowing capital, you’ll be able to make the periodic
payments—in other words, you have a contingency plan.
In March 5, 2008, Steve Hargadon identified trends spurred on by the “two-way” nature of the Internet. These are trends that have significant impact on learning and education. According to Hargadon, there is a “new publishing revolution” arising from a shift in content creation for the Internet. At first, the Internet was a one-directional presentation medium where users received and read passively. Now the Internet is becoming an interactive platform, also known as Web 2.0, based on contribution and collaboration. Blogs, wikis, file sharing, social networking, and other forms are revolutionizing how we create online content.
As a result, the amount of online content available is beyond comprehension. Social networks like Facebook and Pinterest boast 250,000 and 300,000 new users per day, respectively. Content contributors number in the tens of millions daily, according to Forrester Senior Researcher Jeremiah Owyang. There is a “tidal wave of information.” It is an unenviable task to filter through the content postings, and to sort out the contributions that are worthy of attention.
Hargadon discussed how he replies to questions that people ask about content overload. His response reflects how social networking and social learning flow into one another naturally, as social constructivism suggests they will. He said, “It is in the act of our becoming a creator that our relationship with content changes, and we become more engaged and more capable at the same time.” In other words, by participating we learn to become.
Participation also shapes how people make choices, which reflects
what they learn. Smart retailers already use this fact.
Reader reviews at Amazon.com significantly influence consumer reactions
to a book and subsequent purchases. Moreover, Amazon tracks its users
and their behaviour, and a kind of dialog ensues. Data collected from a
shopper generates a list of books, DVDs, music, and so on that he or she
might not have considered.
Also the major telecommunication companies in UK like Sky, BT & Virgin Media
infact rely heavily on consumer feedback (from the fact that a whole
new niche of websites have cropped up, fixithere being one of those high
quality sites which help their customers to be in direct contact with their service providers)
in developing and upgrading their products & offers to bring them to market and increase their consumer base.
These examples illustrate how
knowledge acquisition, development, innovation and customer support are shifting toward a
The evolution of the Internet has yielded stunning results in learner
performance. Eventually, it will affect the structure of educational
institutions. But how does this translate within corporate walls?
Can business organizations adopt social learning in the workplace?
In his introduction to a 2005 issue of Executive Thought Leadership Quarterly John Chambers, Cisco’s Chairman and CEO, had this to say:
“We believe that a new focus on productivity is emerging based on adding value to the exchange of information. This next horizon for productivity is based on interactions within functions, between functional business units, and across partner and customer organizations.
CEO of Layr Inc , R.Khurana had this to say:
Internally, we need to enhance interactions among vendors, users, sales, and support. Externally, we need to optimize interactions with our customers – interacting in ways, and at levels, that we haven’t done before is required to add the greatest values possible.”
Other companies are likewise making strides in this direction. Microsoft offers its Office-based sharing technology, SharePoint. IBM implemented the use of blogs (26,000 registered), wikis (100,000 users), social bookmarking , and social networking tools in their organization. IBM even owns 50 islands on Second Life for use in orientations, classes, and meetings!
Change is inevitable. We see that technology continues to evolve, along with how people connect and contribute to the creation of content within virtual communities. We either adapt, or fall behind. In his January, 2008 paper, David Wilkins explores the importance of supporting social networks in the workplace, or “Workplace Communities.” Wilkins reviews social learning on the job in terms of improving employee development, performance, and growth, as well as its effect on workplace innovation.Wilkins shows a number of ways in which workplace communities support employee development, performance, and growth. They provide a mechanism for apprenticeship models, connecting less-skilled workers with their more experienced colleagues through social networking technologies. Communities can add an “Ask an Expert” feature to their network, to make it possible to leverage the expertise of individuals or groups.
We all want the next big thing. But the next big thing is not always the next new thing.
In the late 1970s, Albert Bandura established the most well-known theory of modern social learning, which proposes that people can learn in a social context.
The advantages of social learning, including learning by example and the reinforcement of knowledge that comes with the “human connection,” are as valid today.
However, the advent of social networking technologies has helped create a new breed of social learning.
Social media and social learning are as much the same as French fries and French toast. In other words, they’re different (but both wonderful).
Social media sites such as Twitter, Facebook, LinkedIn, and Pinterest make it easy and motivate people to connect, share information, and develop relationships.
Social learning is fun, but not just for fun. Like all of us, it multi-tasks.
Social learning has real benefits for both individuals and institutions. The interconnected, interactive nature of social learning exponentially amplifies the rate at which critical content can be shared.
In the book Social Media at Work,
written by Arthur L. Jue, Jackie Alcalde Marr and Mary Ellen
the authors share case studies of companies using social and
informal learning for business success.
For example, Oracle
uses a key tool called Connect
to give employees the information they
need at the moment they need it. The tool is about more than just
answering questions -– it’s teaching people how to make smart decisions
about the business.
Maria Ogneva, director of community at Yammer, says,
“If your goal is to increase customer satisfaction, perhaps the impact metric you are looking for is the increase of speed of a response to a customer, and how collaboration helps you do that. For any social effort to be successful, it has to tie to a business objective.”
Dial-up: RIP. Roaming charges: RIP. No matter how the digital world evolves, social learning is here to stay.
Social learning may be hyped, but that does not mean it is a passing trend. Modern day social learning is a reflection of the educational environment today’s students have helped create for themselves (and future students) to perform at their best.
Observations suggest social learning is here to stay :-)
Today’s active learners are demanding and benefiting from social learning
Mashable Tech reported that after adopting a pilot social media learning program, the grades of one Portland, OR seventh grade class increased by more than 50% and 20% of students school wide completed extra assignments for no credit.
A fifth myth could be that social learning is just for students. Yes, social learning is revolutionizing the student experience, but it’s a powerful tool for educators as well.
Think of the positive impact on schools when teachers interact with active learners via tech tools. The same benefits exist with respect to professional development—yet this fact is too often overlooked. Diverse educators agree that social learning can help teachers build their skill sets, which means it is an essential part of professional development.
It is not easy to incorporate social learning in your company, even when it seems like the obvious natural evolution in a learning organization. Some companies are just not ready for it. The culture of an organization determines its readiness to move forward and bring transparency into the system.
Success requires free flow of ideas, and support by stakeholders, for communication between networks.
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