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The Customer Service Channel You Should Not Forget About: The Modern Marketing Show, Episode 75

With two weeks to go before Christmas, the pressure is on for customers to find the perfect gift. This can lead to questions that they’re going to want to be answered fast. More and more consumers are turning to social media channels with their customer service questions, and you don’t want to leave them with a bad experience because you missed their inquiry by not checking your inboxes.

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Consumers may be more likely to message you on social if they’re already on your profile than to shoot you an email or to call the store. Make sure you have someone on your team monitoring your social channels for all customer service related questions. They should be looking at your Facebook inbox, Instagram direct messages, the comments section of all posts, and the other platforms you use to interact with your customers. Ideally, this can be done from a store tablet, computer or mobile device. 

If you can’t always be around a tablet or computer to answer questions as they come in don’t worry! You can learn more about turning on your Facebook Response Assitant in episode 68 of The Modern Marketing Show. This is your customer service secret weapon to providing exceptional customer service even when you’re not around.

Remember, having exceptional customer service matters. Today’s consumer is able to interact with their favorite businesses in many different ways across all sorts of mediums. They also expect each interaction to be a positive one, so don’t let a poor experience drive your customers business elsewhere especially during the holidays.

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.

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Preparing for Small Business Saturday Made Easy: The Modern Marketing Show, Episode 71

Small Business Saturday is fast approaching, will you be getting involved this year? As a small business, you absolutely should. Local businesses are what make each and every community unique and vibrant across all cities in America.

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According to AMEX, in 2017 an estimated 108 million consumers reported shopping or dining at local independently-owned businesses on Small Business Saturday – generating roughly $12 billion in reported spend.

Imagine the impact a Small Business Saturday event can have on your own community. When people shop locally the money flows back into your local economy, unlike big-box retailers where money flows right back to the business.

American Express does a great job at making it easy for you to get materials for the big day. Check out their Shop Small Studio!

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.

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Top Social to Sale Questions Answered: The Modern Marketing Show, Episode 63

One of the things you need to be doing today to help your business succeed is to be showing up on social media. This is where your customers are spending their time. They’re logging in every single day, multiple times a day. Which is why it’s crucial that you show up in their newsfeeds, and having a social media strategy is the key to making it happen. Social to Sale is our signature training course that walks you through how to set up a profitable social media strategy. So, whenever we open the doors we always have people emailing in or messaging us questions they have on the program.

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These are the top four questions we get asked about Social to Sale (watch the video for our answers):

#1: What is Social to Sale?

#2: How much time will it take to go through the entire training?

#3: I don’t have someone to help me with social, can you find this person? OR – can an employee go through this training?

#4: Will it work for me?

The doors to Social to Sale are currently open! We only open enrollment twice a year, so now’s the time to get in while you can. Click here to learn more!

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.

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Top 3 Social Media Questions We Get Asked on the Road: The Modern Marketing Show, Episode 61

We just wrapped up a busy summer show and conference season at the beginning of this month. While at these shows, we get asked a lot of the same questions about social, so we felt like sharing with you the top 3 social media questions we get asked (and our answers!) while on the road – we’re sure you have them too!

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Mark your calendars! Doors to Social to Sale are opening on Monday, September 10th! Make sure you join the waitlist in order to receive the latest announcements as we get closer to opening day.

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.

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Is it Time to Quit Facebook? The Modern Marketing Show, Episode 56

With all the changes Facebook has been making since their big announcement in January to dealing with the backlash from the Cambridge Analytica scandal many retailers (and marketers) are wondering…Is it time to quit Facebook? Many people feel like Facebook isn’t as relevant as it used to be and aren’t sure if it’s worth spending the time to show up there.

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We’re big believers in the power of Facebook. Below we’ll explain the main reasons why we believe you shouldn’t jump the Facebook ship just yet.

Reason #1: Facebook isn’t dead. 

Retailers we work with are driving traffic into their stores and selling out of products directly correlated to Facebook. You have to adapt to the changes as they happen, use the right tools available to you (live streaming, groups, event pages, etc), and focus on developing a killer ads strategy.

Reason #2: Work the algorithm to your advantage.

It’s no surprise that each platform has its own algorithm. Understanding how algorithms work is important because they determine who sees what when. They are often changed or updated which means what might have worked in the past isn’t necessarily going to work today. That’s why it’s important to keep up with these changes in order to work the algorithm to your advantage so you’re showing up where your customer’s attention is.

Reason #3: Be where your customers are.

Do your research, and communicate with your customers to find out what social platforms they’re spending their time on. Then, once you’ve figured out where you need to be, utilize all the tools available to you to help get yourself noticed. Facebook has an array of awesome features already built in (think live streaming, video, slideshows, stories, ads, messenger bots). The possibilities are endless when it comes to creating content that connects with your audience. You may also find you’ve been wasting time on platforms you don’t need to be on. Image what you can do with all that extra time!

Facebook is the largest social network in the world, and it’s not going anywhere anytime soon. It’s important to understand that social media is ever-changing, so you need to be able to adapt and keep an open mind when something does change. 

You can catch new episodes of The Modern Marketing Show every Monday at 10 a.m PST on our Facebook Page. Replays will be available on the blog each week.