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Hey everybody welcome back okay we're gonna go right to Philadelphia.
My guy you with us.
I am hello you're trying to get him for that break of the US the author of high tax hikes cuts customer service it's -- very telling -- -- -- That's a -- idea and I agent says some media and -- says catch that every thing.
Added say dad -- haven't a -- man's best views those things those.
-- -- -- -- Could yes sir could you repeat the end of the -- that's have a hearing remember I was just -- In this day where everything is that on computer and on our web homes and everything else -- Smartphones.
As a business navigating the best -- some media and using its advantage for good customers and it's.
It's excellent question the first part it's not very sexy but it's just to pay attention.
Instead it's just starting -- focusing on doing some great dramatic strides in social media.
Pay attention away customers are saying about -- and social media -- street get back to them absolutely.
Right every -- that you receive as a business you -- need not every that you cancer large majority of them.
Yes and even -- go one step farther make yourself as available as possible so that people.
Don't necessarily have to tweet about if they have a concern it's like if here.
-- your -- spinach in your teeth all day and nobody told do you know you have no friends as long as you have friends.
As customers and they know they can reach you directly they're not gonna tweeting hey Mike ahead spinach is -- there.
As a consumer myself when I'm unhappy with whether it's a mile patted her son -- stayed -- hotel and night.
Issue some sort of complains -- All it takes make me happy is OK here's a refund or -- the discount.
For here's some things of monetary value.
-- -- to make -- -- my disappointment that rarely happens but it seems like most people are satisfied when a company coughs up some dollars to apologize for something.
But aside from that what are some other ways that companies can he can apologize and make things right make amends with their customers.
The first thing is to.
Getting into the same emotional space as the -- -- I like to think of it as like a stereotypical.
Italian -- if you're little bambino.
Fell on the sidewalk.
He wouldn't say young man where -- wearing the proper protective headgear did you read the user's manual for your scooter instead he would feel like I'll I am so sorry that happened.
This shouldn't be happening here I understand your concerns what connected to help Pia says -- sympathy and price stability.
-- -- exactly and -- Oh exactly and let the customer the guest in your history is tell us that we'll let you know when they're ready to move on of the problem solving or their refund page.
So so so you should never.
As a business suggest the solution he should let your customer tell you what they want.
Well I wouldn't say never.
But I wouldn't move to that stage before you have expressed a human side and -- apology.
And and what problem -- -- now is that we all that -- like you know two year old we have 62 attention span and so it's like an eight DD America.
That is -- -- capture that six seconds of our attention.
FFF well I think what's going on now is that marketing.
Isn't working unless it matches the customer's experience.
Your experience experience of your friends the experience of your quote and quote friends on FaceBook.
So the best way -- you.
Capture attention is.
Q would give a bonafide.
Experience that customers like and then then -- will they will spread the word for it.
Right endowment you know there was a report out earlier by Forrester research and essentially said that senior citizens are a huge.
Internet population right now not only are more than twenty million and using the web.
Half of that is on book frightening do you want to see their -- -- because who knows but it's also shown that senior citizens have much better brand loyalty.
Obviously they've been working her whole life they probably have more money.
So how do how do businesses.
Help -- haven't they brands themselves haven't made it happens all the different demographics out there to get people to be relevant.
That we actually -- like the only FaceBook and one of the few FaceBook.
Friend requests I've turned down from my mother's yeah I know we -- talking.
They doing your money senior incident that.
Took effect at the yet just barely been.
Don't online is -- that's an it's but I think it's coming I'm pretty sure it's -- It's preceding Texas and then picture messages.
So there is this myth that has emerged recently that people are less loyal than they used to be.
But I'm not -- that's true I think company -- our.
The valuing loyalty less than they should so they they think if they -- Losing a customer -- thing to do was to go out try to buy a whole bunch more customers.
Like you implied those truly loyal customers those -- the ones -- less price sensitive and they're the ones who -- stick through you if you make small mistakes like zappos had.
A whole thing where they have problems with past passwords being apparently compromise but they have sites customer loyalty that it was barely -- -- -- Michael -- thank you so much let's say USA right now Michael Solomon dot com picture of you annuity author of thing I can high touch customer service.
Thank you for joining us have a they -- and Philadelphia.
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