Social Customer Service: How to Care for Customers With Social Media

Does your business have a social customer service plan?

Want to step up your customer service on social media?

To discover how to improve your social customer care, I interview Dan Gingiss.

More About This Show

The Social Media Marketing podcast is an on-demand talk radio show from Social Media Examiner. It’s designed to help busy marketers and business owners discover what works with social media marketing.

In this episode I interview Dan Gingiss, former head of digital customer experience forDiscover Card, co-host of the Focus on Customer Service podcast and head of digital marketing for Humana.

Dan will explore how to better serve your customers with social media.

You’ll discover what your business needs to respond to on social media.

Listen as Dan Gingiss shares what marketers need to know about caring for customers on social media.

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Here are some of the things you’ll discover in this show:

Social Customer Service

Dan’s story

Dan, who has been in marketing or product development most of his career, says he has always been in a service business in some way.

Dan talks about the impact of his first job out of school. He was a marketer at a direct-response company that sold high-end collectibles. One year around Christmas, he got a phone call that should have gone to customer service. A woman was upset because a gift she ordered for Christmas had not yet arrived. Dan shares how he made sure Christmas wasn’t going to be ruined on his watch.

Customer service is more than a department. Image: Shutterstock.

Dan says taking an extra moment to think about something from the customer’s point of view usually will make you a much better marketer. He talks about his roles at Discover and winning the JD Power Award for best customer experience, taking it away from AmEx.

Listen to the show to hear how Dan got started in social media.

How customer service fits into social media marketing

Studies from Gartner say that as soon as next year, more than 85% of companies will have to compete on customer experience. It’s getting too expensive for industries to compete on price, so they need to differentiate themselves by customer experience.

Dan says when you interact with customers on a one-to-one basis on social media, it makes them more loyal. Loyal customers spend more with you, stay with you longer and tell their friends about you.

Social Customer Service: How to Care for Customers With Social Media