RemarkableRemarkableSocial Customer Service Techniques

During the Holidays

During the holidays, you'll find yourself presented

with numerous opportunities to provide amazing

customer care.

Inspired by Inc.com, here are eight marketing

experts' sage holiday marketing advice for utilizing

social media to WOW customers (including

techniques).

“The holidays provide businesses with a way to connect

with the audience on a more human level. Show how

people in your company celebrate or honor certain

traditions, to give customers an idea of the people that

make up your company.” - Ann Handley, Marketing Profs

SOCIAL TECHNIQUE:

Give customers an inside peek at the individuals that

comprise your amazing company.

MAKE THEM FEEL LIKE A PART OF THE FAMILY:

Create a board on Pinterest that tells a story of the

holidays in your office. It’ll bring your employee

community together and make customers feel happy to

be doing business with you.

“The best Facebook strategies are based around relevance and

context. And, the holidays provide the perfect environment to

engage fans using both. Ask yourself—how does your brand tie

into the holidays?” - Shama Hyder, Marketing Zen

SOCIAL TECHNIQUE:

Connect your software to the holidays

THINK OUTSIDE THE BOX:

Create a Vine series. Have employees come up with

scenarios that result in your software as the solution –

but holiday themed, like Santa’s Little Helpers.

“To increase engagement on your Facebook Page, ask

fans to post their favorite holiday photos from their

childhood or share details about their favorite holiday

traditions.” – Amy Porterfield, Facebook Marketing Author

SOCIAL TECHNIQUE:

Make your Facebook wall a dedication to your customers

MAKE #TBT EVERYDAY:

Taking Amy’s advice, ask your customer’s to post

pictures from their childhood or their current families of

traditions during the holidays. Who doesn’t love a good

throwback?!

“Ask yourself what your best customers—the people who

support you all year round—are doing this month…Forget

about what you think the holidays are about…Next ask how you

can be useful.” - Jesse Stanchak, Microsoft UK

SOCIAL TECHNIQUE:

Ask what your customers are focused on & how you can

help ease stress

LAUNCH HELPING SERIES:

Use a Tweet chat to have a conversation with your

customers about their biggest concerns and worries

during the holidays. Then create a short webinar series

leveraging YouTube.

“Going above and beyond during the holiday season helps a

business stand out in a time where everyone is competing for

share of voice. Businesses should aim to disrupt this time of

year.” - Amy Jo Martin, Digital Royalty

SOCIAL TECHNIQUE:

Go above and beyond by creating real, immediate value

for customers

SCREAM IT FROM THE ROOFTOPS:

Develop and promote a content offer specific to the

holidays and aimed as an educational and strategic tool

for your customers. For example, a holiday-themed how

to guide or toolkit

“Research shows that consumers trust product

recommendations from friends 10X as much as marketing

messages that come directly from those recommended

brands.” – John Hayden, Inbound Zombie

SOCIAL TECHNIQUE:

Turn customers into brand ambassadors

TURN LUST INTO LOVE:

Customers become brand ambassadors when they

experience remarkable customer service. Use Custom

Streams in HubSpot Social Inbox, as well as other

custom monitoring tools, to consistently monitor certain

phrases and brand name on Twitter. That way you’re able

to respond quickly and efficiently to any issues or

complaints.

“Holiday countdowns are always popular and a great way to

boost engagement. It also encourages people to come back

again, to encourage sharing of your initiative, and is often

more memorable.” - Lilach Bullock, CommsAxis

SOCIAL TECHNIQUE:

Create and promote a holiday or New Year countdown

GET CUSTOMES EXCITED WITH YOU:

One idea is to create an online advent calendar – in it can

include prizes, offers, incentives, competitions and

more. Be sure to keep incentives customer-focused,

such as gaining points toward a training session. Utilize

multiple social channels to promote!

“Give customers the feeling that they have some input and

control over over the promotions and deals you offer them

during the busiest selling season of the year. Ask your

customers what they most want from you.”

– Jim Belosic, ShortStack

SOCIAL TECHNIQUE:

Give customers control by asking them what they want

most

BUILD A STRONG RELATIONSHIP:

Imagine building a promotional offer, new feature or

incentive program that was built by your customers for

your customers. Create a Twitter card promoting a

survey – with some value add – to get insights to use in

2015.

THANK YOU &HAPPY HOLIDAYS!