- Posted October 15, 2013 by
Los Angeles, California
This iReport is part of an assignment:
Internet Marketing: The Future of Your Business
Internet marketing using social media outlets is more promising for a company, as it is not only a way for more people to learn about your company in a less than traditional manner, but it can also spare them those dreaded minutes or even hours on the phone trying to reach a real person in the customer service department. You know you hate waiting and listening to that boring music while you wait for one real person without the answer you need to transfer you to someone else, starting the never-ending circle, getting you nowhere.
Tony Faver, Inbound Marketing Consultant and CEO at In House Strategy says that inbound marketing has allowed customers to become more pleased with company’s customer service methods because they are getting their concerns to the company without wasting their precious time. Faver also stated that, “By using a site, such as Twitter, a customer is not only voicing their complaints, but they are also expressing what they like about the company. This is seen by many others, such as their Twitter followers, and thus makes the customer a valuable promoter for the company”.
Now, when you are using social media outlets, like Twitter, as one of your means of customer service, you need to consider a few things. In order for this to be a successful internet marketing venture, you need to actually care about what your customers are saying, whether their comments are expressing their satisfaction in your company or complaining about something you could improve. Do your best to respond to their comment as quickly as possible. If someone sends you a negative comment, do not ever just ignore it or delete it, as this doesn’t make your company look good. Instead, address the problem and work to change a bad situation into a good one. This shows you actually care about yoru customers and appreciate their time and opinions. Additionally, make sure that you are sending a unique response to each comment, and avoid being automated, as this can show a lack of care on your behalf. If you have too many comments coming in, hire a person or a team to deal with them from a customer service standpoint.
When all is said and done, inbound and internet marketing are a great way for you to get your company noticed and many customers, who understand internet marketing, are also loving the fact that they can voice their opinions online on social media sites rather than spending unnecessary time on the phone waiting to talk to a real person. Internet marketing has changed things so that one in every three customers prefer social media outlets to voice concerns rather than phone customer service. As long as companies pay attention, internet marketing could get more people to prefer this method, thus eliminating the dreaded customer service phone line.