customer relations

So I am embarking on a new project with my clients, to utilize the tools google has given us in Google plus to organize and market to their customers, prospective customers, and the world in general. First we are using gmail to maintain customer database, and then we are organizing these customers into circles by things they have in common. For instance a realtor is grouping buyers into price range circles, and town circles. In this way she will be able to share only that which is relevant to each group and never be intrusive.

Here is a video explaining a bit more about circles:

Even if the customer is not using Google Plus she will receive an email notifying her of what the realtor is sharing, the versatility of Google Plus will allow my client to share the stunning photos, videos, and written work we do with her in a variety of ways. Gmail will allow her to record all pertinent contact details both at her computer and via her smartphone. Here is the variety of information that Gmail will manage for each customer:

As you can see for a small business or professional the contact data is clearly sufficient with multiple notes sections that can be added for further customization. Couple that with the amazing google plus sharing technology, including video chat, and you have a dynamic FREE CMR and Marketing solution for the mobile entrepreneur and professional.

I will explain further in this video:

Let me know what you think in the comments, or hit me up on twitter: @spirocks

I am Spirocks on Twitter.

Recently I wrote a post about how your customers view social media as real time, and today I had a experience that serves as a good example to share: (name and face blacked out for obvious reasons)

Here you can see a customer and Facebook friend of Evenfall Restaurant, sent a Facebook message complaining about the name of one of the cocktails that Evenfall sells. You can see that at 1:19pm the customer was bothered enough to send an email about it, and by 1:35pm had a response from Evenfall. That is real time customer service, it wasn’t a day or longer, it was minutes.

Evenfall was able to reach out in the following way:

Now this customer may be so turned off by the name that she will never return, which is not at all what the restaurant wants, nor any of us at GuestFeed, but she did receive an immediate response. That response was not defensive, harsh, or untruthful. It provided an explanation and a link to more information. What the customer decides to do now is up to her, but the restaurant was able to demonstrate that it cares what she thinks without a shadow of doubt.

So social media gives you this opportunity, what you do with it is up to you. At GuestFeed we strive to take advantage of every one of these opportunities and drive the message home; The restaurant is listening, we care, we want every interaction with us to be pleasant, human, honest, and beneficial. We believe that the vast majority of people respond to that type of communication in a positive way.

If we hear back from that customer I will share that as well.

***UPDATE***

We did indeed hear back from the customer, and you can see the results of the real time communication here:

What do you think, have you had success with this? I am here to converse, or hit me up on twitter @Spirocks

I am Spirocks on Twitter.