The Twitterverse is full of organic (and more recently, targeted
) customer interactions with brands, companies, sports teams, celebrities, spokespersons and the list goes on. People often use Twitter to give or receive a retweet of approval, to ask a question or to offer personal reviews of a service or product. The downside, however, is that negative customer experiences voiced on Twitter can result in a loss of sales and customer support, if left unresolved.
You may be thinking that Facebook should be included in this list when it comes to building optimal customer service. Although this channel is undeniably an important element of your company’s social presence, there are a few minor details that help Twitter stand out:
The key in relationship management is to provide customers the empathy or action they seek in the quickest amount of time. To be heard or comment on Twitter, just an @, #hashtag or keyword search is needed. Simple as that. And that leads us to the next point.
Twitter’s 140-character limit can be a hinderance when telling a long, drawn out story, but for customers that just want a short and sweet explanation, it is the perfect solution. When you tweet, keep it short and sweet. (Maybe throw in a rhyme or two while you’re at it. Totally kidding.)
Mobile compatibility makes almost all of our social media channels accessible wherever we go, and tweets function almost like texting. Links also push Twitter ahead of the crowd because users can access multiple links from the same home feed if they need to look up information quickly.
With Twitter, what you see is what you get. There is no need to access separate pages for company information because everything is visible on a scrolling timeline either as words or as links.
Because positive social interaction leads to increased sales and strong brand reputation, using Twitter as a customer service tool while keeping these 4 points in mind can mean big bucks for your business.
Anything you’d like to add to the list? Give us a shout! @findingzealots
An interesting twist in the world of “zealotry marketing.”
GRM has been handed the assignment of handling online customer service. Perhaps, not the traditional role of a marketing agency. But then again, GRM has long veered from that path.
A 5 percent increase in customer retention can generate a 75 percent increase in profitability, according to Forrester. So with the rate of online cart abandonment at 72 percent across retail, the need to identify strategies for driving customer loyalty and reducing drop-off is clear.
Why GRM? Our client requested we take on the assignment because we ‘speak the brand voice’ and respond faster than their internal channels. They correctly see that customer interaction is simply another touchpoint of brand engagement.
Want to talk customer service?
Probably not what your doctor suggests. But when it comes to marketing, isn’t that really what you want?
To see your brand go viral. Be liked. Shared.
For GRM, “be contagious” is an anthem. We desire to be contagious in the sense that we are those people, the kind sought out because they always add to the discussion. Our primary objective as an agency is to create and build zealots for our clients – create contagious content and campaigns. Just as importantly, we want to have a contagious spirit. Life is short. What we spend much of our waking hours engaged in should be fun.
Often, when there is no new product or no new features, the advertising reverts to the time-old price promotion. Or in the case of Mauna Lani Resort, they persisted in promoting themselves as home of the Senior Skins golf. Only issue with that? They no longer were. In fact, they haven’t been the “home” for more than 10 years. Talk about a dated story.
GRM used the same visual setting, but focused on the emotive story. This iconic scene is a golf setting, but the golf is secondary to the setting. And to the pure awe and slendor being experienced. How a dated visual – and brand – becomes a timeless and not-to-be-missed experience.
You expect a cosmetics company to have a great look to its site. Milani Cosmetics
is no exception – stunning visuals dominate. But it’s what’s underneath that separates this from most websites and well positions Milani against the category giants. At the end of the day, the Milani site is a combination of branding, navigational ease and commerce. Credits go to: the internal Milani team, Team Internet Marketing
, L.A. Productions,
and of course GRM
Easily the most comprehensive site we’ve developed. Some highlights:
- Clean, easy to navigate design
- Ask a Beauty Advisor feature
- Social integration throughout
- Both customer and expert reviews of products
- Italian-inspired blog
- How-to videos
- Full spanish site
- Ability to create a personalized wish list
- Always free shipping on orders over $25
- Color combination recommendations for products
- Custom vegan shopping experience
- Ability to purchase e-gift cards
Milani Cosmetics was named as one of the top 20 performing beauty brands in social media from January-June 2014 by Beauty Inc. of WWD.
Check out the new website at www.milanicosmetics.com
and let us know what you think.
Nationally recognized Miromar Lakes & Beach Club in Estero, Florida has updated the look and feel of their sales center with GRM’s work. Working with acclaimed photographer, Jimmy Williams, GRM developed a series of lifestyle images that are consistent with the updated branding work for this client.
How do you market a dated resort located in the foothills of the Arizona desert? With a cruise, of course. A whole new way of attracting group business.
Our agency’s talent helped turn The Ritz-Carlton into an iconic brand. A brand synonymous with luxury. Understandings from this great project permeate GRM’s culture. Insights from this campaign are foundational the ethos of Zealotry Marketing.
For Halekulani – a top-rate Hawaiian resort – it meant less copy. More visual. And personalized communications at every touch point.
Old school: Ad campaign.
New school: Online graphics.
Correct school: Compelling visuals that tell the story. In all media.
What better way to convey that your bank makes office calls then to show it? This series so well-liked, the bank’s clients asked for their own copies.