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About Social Pros Podcast:
Social Pros is one of the longest-running marketing podcasts in existence (10 YEARS and counting), and was recently recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.
Our purpose? Making sure that we speak to real people doing real work in social media.
Listeners get inside stories and behind-the-scenes secrets about how teams at companies like Google, Reddit, Glossier, Zillow, Lyft, Marvel, and dozens more, staff, operate, and measure their social media programs. With 600+ episodes, the Social Pros Podcast brings the humanity of social media to the forefront, while providing incredibly useful marketing strategies that listeners can immediately implement.
Follow Social Pros on LinkedIn.
To inquire about becoming a guest or show sponsor, please email our Executive Producer, Leanna Pham, at leanna@convinceandconvert.com.
Apple Podcast Reviews:
The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!
@Arlie KThis is absolutely an awesome listen for anyone in communications or social media!!
@Will31CThis podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!
@Simonstone95Love the podcast - informative, in depth and spot on for any business size.
@MissTriathlonKevin Berk, Founder and CEO of ServiceGuru and Social Media Manager of 4+-star fast casual chain Pita Jungle, joins Social Pros to chat up the untapped power of truly great customer service.
Turn That Frown Upside Down
These days the expectations for customer service are at an all-time low. Even with the advent of social marketing that purports to put a personal face on an impersonal business, consumers are not confident that anybody is really listening when it comes to the dark world of complaints… which is why for every 1 person that complains, 26 customers abandon your ship with nary a word.
So, what to do with this depressing dilemma? Kevin says it’s all about your approach to customer service and how you embrace the negative. Every critique is an opportunity to create a stronger bond that can turn a single bad experience into a lifetime customer and advocate.
In This Episode
- Why the current expectations for customer service make improvement easy
- How properly embracing negative reviews can lead to lifetime customers and brand advocates
- Why responding publicly to upset customers is more important than private conversations
- How an audit of customer touch points can lead to some big changes in your business arrangement
Quotes From This Episode
“We are here to serve our customers, which means we have to go where they are and where they’re comfortable.” —@KevinJBerk
“What’s really important for us is for our guests not to think that we care, but to know that we care.” —@KevinJBerk
“Customer complaints are the petri dish for operational excellence.” —@jaybaer
“The symptom is somebody’s posting a negative review, but what’s the cause?” —@KevinJBerk
“5% of the population posts reviews, but 95% of them read reviews.” —@KevinJBerk
“Anybody who reads your response taking responsibility for that negative experience will give you a chance.” —@KevinJBerk
Resources
- Kevin Berk on Twitter
- Pita Jungle on Facebook, Twitter, Yelp, TripAdvisor, Zomato, and Instagram
- ServiceGuru
- How HP Balances Social Marketing With Social Customer Service
- Gary Vaynerchuk’s new book, “#AskGaryVee”
- Jay’s new book, “Hug Your Haters”
See you next week!