How to Use Social Media for CUSTOMER SUCCESS

ABOUT THIS EPISODE

Guest Teacher: Samantha Kelly @tweetinggoddess 

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Welcome to the ten minute MBA, I'm yourhost Scott D, clary on the ten minute NBA, I teach you tools, tacticstrategies, insight, so you can use to start scale grow or ten X, yourbusiness today, our guest lecturer is Samantha Kelly. She is the tweetinggoddess. She has built an enormous social media brand for herself, and nowshe helps companies. Do the same she's going to teach you how to deal withcomplaints on social media trolls on social media and why not building out astrong social media presence is possibly the worst thing you can do foryour business when businesses put themselves outthere and they start to build the profile they're, probably concerned withfalling outside of the box or doing things that are a little bitdifferently like when I look at the average business account again. It'sjust it's very boring, but then I look at something like I'm just using onereference point like a morning brew,...

...which is all you know, it's a news:it's a news outlet, that's very off the off the wall when it comes to theirtwitter account and that's actually probably how they've built a lot oftheir following, but brands are always concerned about. If I put myself outthere, I'm going to get some negativity and then to get some like you said some,you know some trolls or what not. So how do you deal with that? Is that justin your own head, you have to get over it or their actual strategies that youhave to deal with when you start to get some. You know colorful comments all them onon. Well, you won't really start gettingthose till you go over like five, zero followers or so right, and if you dojust black them. Okay, if you get a customer complaint,that's a different story. Okay, so let's say you get a complaint. I had acoffee shop. I was running their twitter count and this lady said I was in there yesterdayand the waitress was wagon and you know it. She didn't. My coffee was cold orwhatever she said right. So I said right, okay, hi, so the first thing youdo is you engage. You engage to say...

...really set were really sorry to hearthat you had this experience. Could we please DM YOU and get more details andinvestigation, so you take it off line. So even if she doesn't go to D M,you've shown the public that you are dealing with the issue. So you've shownthe public that you've tried to deal with the issue which which looks goodright and then, if they do got off line. What you do is you follow up? So yousay right give us your number give us your email or whatever, and then youget the person in charge of the decision maker to contact that personand find out what happened. What male did was we found out whathappened? We sent the lady a gift facture to come back in and have lodged.She came in and had lunch and guessed what she did: a lovely tweet SangThankyou, so much for the gorgeous luch. She became a brand avices because wehelped her and we dealt with the issue. So that's the only thing about it. Likepeople hear about these big stories, big mistakes get the right personrunning your twitter account or get them trained properly, and that willnever ever happen. So it's it having...

...social media strategy having a policyas well like so that, if such and such happens, this is what we do. You don'thave it all in place so that they know what to do, but the worst twittercounts. I've seen have been bigger companies that think they know theiraudience, but they actually don't, and they just don't engage they don't say.Thank you just simple things like if someone like, I mentioned a brand a fewtimes, because I liked that brand. I used to mention the brand because Ibe sitting there with my cup of tea and and I'd mentioned the brand and theynever even thanked me for mentioning them, which was a huge missedopportunity, because if they have retweeted me or if they had engagedwith me, I would have actually retweeted that to make them look good.You know, because I'd be impressed by that, so any I also always give Kudoswhen I get great customer Serbs and I never complain- I never get involved incontroversy. I stay away from all of that and I just keep it positive. Addvalue, share my knowledge and help...

...others, and I help others by retweetingthem. It's not bad me. My audience would like to see other people as well.You know, and usually my audience want to support businesses, so I didactually have a great story from last week. I am this lady rang me she's amember of my women's inspired network and she had ordered five hundred lots.Nuts and nuts of this vegan chocolate covered peanuts right because she doesVigan Chaklas and she rang me. She was quite upset. Shesaid I don't know what to do that. Customer has counseled the order andI've got it already ordered. I don't know what to do. How do I get rid ofthis? Much Chuck, if my said wait, but don't panic. I said let's do a tweet,so we did a weese and the tweet said. I hang on I'll find it now for you.While I'm talking to you the tweet said I have this amount of choclate. Can youif anyone is interested or whatever it was? We told the story basically in thetweets and I helped her compose the twees and oh my gosh. It went viralbecause people said, Oh, my God, let's...

...help this small business data and theyall bought chocolates everybody. She got one hundred orders. She got to treenew stock Ists. You know she just was inundated with help from twitter andone guy just bought a box of them and she got. She got the Chacha. All shedidn't lose that any money. Isn't that just lovely lovely story and that's thekind of thing I do so we just did. We just did a tweet and I supported, Isaid, come on guys, let's support this small business, so we got behind herand everybody went and bought chocolate covered vacant. Chocolate coveredpeanuts. So it's just a nice little story, butfor everybody prayer box it only costs like ten euros. You know so you knowjust every little BIS. Ah, it's easy when you get when you get a crowdinvolved to like the crowd source, you know the crowd source of brand,especially a small business, make a huge difference. But you know one thingthat I think always happens and I don't really know why. Still in two thousandand twenty one is that brands don't place value on the person or the theperson who runs her social media, they...

...feel like it's. I don't know why thatis like an age to priority yeah, it's it's like. Oh, you know you'remarketing and then tweet once in a while yeah now, like so post onInstagram Yeah T, I should be someone who is a sign, this road and a plan anda strategy or if you don't want to then outsource it to someone like me orsomeone else. Who does that, like you know, I don't understand that theydon't make it a priority and it's so important because I remember seeing him.I remember I put a tweet up saying: okay, Lady's best hinted moisturizelike it was just like for fun, and I put it up and I got all these responsesabout the best tinted moisture it which, by the way for the guys listening, it'slike make up light, make up right for the summer, and so I got so many response and I waslike: Where are the brands not one brand, topped into that conversationand said haste? Ma'am smathe? We have a tented moisturize, it's really goodhere, just there's by now click to bite,...

...not one brand did that and that was such a Miss Opportunity,because the treatment crazy we had about two hundred responses. So thatwas two hundred potential sales. You know and two hundred responses ontwitter is like thousands of impressions. Yeah, like thousands ofpeople, saw that yeah for for sure for sure where's of him brantain said youknow o Hi San I'm. Actually we have but look we'd have to send you one to tryand if any one else wants to try here's a discant code, you know yeah, that'swhat I would do. So that's been another ten minute MBA.I hope you learned a little bit about twitter and social media and customersuccess from Samantha Kelly. As always any business problem. Question issueyou have don't worry, I got you. This has been another ten minute. NBA have agreat day I'll, see you tomorrow...

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