Here’s another great TED Talk video, this one keeps social media simple — like it should be.
Alexis Ohanian of Reddit confirms social media as a new way to communicate not just a bunch of new tools to master. Be careful how you engage, you cannot control it the way you can advertising!
If you’re one of those people still hoping social media is just a fad that’s going to go away if you just keep your head buried under a rock, consider this your reality check…
Q: I recently purchased printing services online and inadvertently placed the order twice — the online system seemed to time out, so I entered it again. Now the company I purchased from says they will not give me a refund, only a credit for the amount of the second order.
A: Hey, been there done that!
Printers often run into issues with people who inadvertently send the wrong files or have changes after the fact. Having a no refunds policy is their way of protecting themselves when customers make the mistake and want to blame the printer.
I get that, and I feel for them. However, the instance you’re talking about is an online ordering system that doesn’t work. (That’s bad customer service AND poor marketing!)
When it happened to me, the customer service rep acknowledged that an identical order had come through twice within 15 minutes, but was insisting that they couldn’t provide a refund.
First, I agreed that the policy was there for situations where customer error was the issue, however, this was not the case — both orders were 100% identical.
Second, I pointed out that while the company could identify the order was duplicated, I was provided no such confirmation when I used the online order system.
Third, I escalated the process to a manager with the authority to overturn the policy.
The good news is, the company reviewed the circumstances and provided a full refund. That’s good customer service. Unfortunately, because the online order process was problematic, I won’t be buying from them again. Say it together now, “That’s poor marketing!”
After a particularly frustrating conversation trying to explain the value and opportunities of online and multimedia marketing, I asked a tech-savvy colleague how he gets through to clients who still think the Internet is an interesting tool for personal use, but don’t believe it can be used to build their business, increase customer loyalty, generate leads, or sell product.
I love Geoff’s response.
“Personally, I usually start by hitting them with the rock. If it wakes them up, I start explaining about how they used to deliver the mail by pack horse and donkey, but that those mediums had limitations of speed and other performance issues. Things along those lines sometimes get through.”
Okay, the suggestion of violence is only for dramatic effect, but you get the point. If you’re not using the Internet and still think your business can thrive without paying any attention to it, you are missing out on a significant opportunity for growth. read more…
