BizCoachDeb's BizBuzz -

Posts Tagged ‘customer service’

Just when I had some of the worst rash of customer service experiences occur over the last week, I return from a trip to California to find a package containing my recently-ordered ClothMoth t-shirt, a tribute to Mother’s Cookies. Okay, so the packaging wasn’t any great shakes, but they did send it USPS Priority Mail, making it here to me only about two days after I ordered. LOVE that. Enclosed, the shirt was packed in a plastic wrapper and my shirt was neatly inside. The big unexpected WOW?  A snack pack size of Circus Animal cookies, which as you already know, I believe are little nuggets of delishiosity. (my word, you can borrow it…) I got a little nervous by the “Best by date”, but somewhere I read these have a very long shelf life. I’m not sure that will be an issue, as I’ll probably promptly inhale them after this next cup of java.   The rest of the story...

There you have it, the whole reason for even having a social media program in your business, all tucked into a tiny little nutshell. If only…with such a complex web of interaction possible, why do you think most businesses even consider social media? In a word, “money”. Many believe that if they are there, some how the customers will magically part with their hard-earned cash, then everyone goes home happy. Right? No. Not right, not even close. The common mistake right now for a lot of business models is using social media to pump out information chronically on your company and ignore the customer. What does this method say? It says, “It’s all about US, we don’t care what you have to say.” Once a business buys into this line of bull and moves forward with it, they have are doomed to fail with their social media endeavor and they make it harder on other businesses trying to get started. Want an example of this mistake in action? I have asked Starbucks no less than 6 times why they discontiued their Almond syrup flavoring; I’ve asked through Twitter, through my own blog, and their blog, and their “tell us” website. No response, nothing! This is truly bad form. Purposeful outreach through  social media means creating a touch point with your customers that should be built carefully and with the commitment to serve.
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