13 Tips for Twitter Effectiveness

Photo by cobalt123 on flickr.

This time last year, I was a Twitter skeptic.  How do you find the time to tweet?  Who cares what you ate for dinner?  I don’t care what you are watching on TV.

What I knew of the service was limited because I wasn’t a participant.  My judgment of Twitter was like watching a show from the obstructed view section, then trying to rate the performance.

I finally joined Twitter and sent my first tweet on November 16, 2011.  A month later, I was fully “Twidicted.”  I launched a blog and one of my first posts was Why You Shouldn’t Avoid Twitter Any Longer.

As I started to gain followers, I learned a great deal from them.  Here are some of my Twitter tips and common mistakes (yes, many of which I proudly made personally).

Tip 1:  Learn from role models.

 Once I joined, I jumped right in.  Watching others, reading articles, and asking questions was all part of the fun.  Peppering my celebrity and non-celebrity friends alike about how they use the service made an interesting subject.

The Twitter community is made up of people happy to help, who love the service, and have information to share.  Ask away.

For me, the key question was:  How do I use this social media tool effectively?

 Tip 2:  Start with purpose.

21 Customer Service Quotes

Photo by kristyhall on flickr.

This is Customer Service Week, a week to celebrate extraordinary customer service.  Last night I was especially grateful to a customer service representative who solved a problem for me in minutes over the phone.  Giving customers an extraordinary experience is the lifeblood of any successful organization.

(For other quotes, see the tab at the top of this page or try my favorite Zig Ziglar quotes, Self-Control quotes, General Norman Schwarzkopf Leadership quotes.)

In recognition of the week, I wanted to share 21 customer service quotes:

 

“There is only one boss:  the customer.  And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”  Sam Walton

 

“Do what you do so well that they will want to see it again and bring their friends.” Walt Disney

 

“Unless you have 100% customer satisfaction, you must improve.”  Horst Schulz

 

“Choose to deliver amazing service to your customers. You’ll stand out because they don’t get it anywhere else.”  Kevin Stirtz

 

“There are no traffic jams along the extra mile.”  Roger Staubach

 

“Good customer service costs less than bad customer service.” Sally Gronow

 

“Always do more than is required of you.”  George Patton

 

“Courteous treatment will make a customer a walking advertisement.”  J. C. Penney

 

“When the customer comes first, the customer will last.” Robert Half

 

“There is a big difference between a satisfied customer and a loyal customer.” Shep Hyken

 

“Only a life lived in the service to others is worth living.” Albert Einstein

 

“Well done is better than well said.” Benjamin Franklin

 

“If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.” Ray Kroc

 

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”  Jeff Bezos

 

“The first step in exceeding your customer’s expectations is to know those expectations.” Roy H. Williams

 

“Make your product easier to buy than your competition, or you will find your customers buying from them, not you.” Mark Cuban

 

“Revolve your world around the customer and more customers will revolve around you.” Heather Williams

 

“It is not fair to ask of others what you are not willing to do yourself.” Eleanor Roosevelt

 

“Every company’s greatest assets are its customers, because without customers there is no company.” Michael LeBoeuf

 

“Customer satisfaction is worthless. Customer loyalty is priceless.” Jeffrey Gitomer

 

“The best way to find yourself is to lose yourself in the service of others.” Mahatma Gandhi

 

 

7 Customer Service Strategies for an Amazing Customer Experience

It’s Customer Service Week making it an ideal time to review your customer service strategy.

Not too long ago, I had the opportunity to talk with one of the world’s authorities on the customer experience.  Shep Hyken is an author, speaker, and consultant to some of the world’s largest companies.  He is a member of the National Speakers Association’s Speaker Hall of Fame for lifetime achievement and is a member of the distinguished Speaker’s Roundtable.  His books include The Loyal Customer, Moments of Magic, and the bestselling books The Cult of the Customer and his latest The Amazement Revolution.

In The Amazement Revolution, Shep outlines seven powerful strategies to increase customer and employee loyalty.  As Shep says, the Amazement Revolution is, “The strategic decision to remake your organization or your team based on the principle of amazement.”

It seems simple, but it’s profound.  What if you and your organization really remade everything in your company around creating an AMAZING customer experience?  What would happen?

Customer Service Week

Photo by verticalpharmacy on flickr.

89%

That’s the number of consumers who switched to a competitor after a bad experience.

86%

That’s the number of consumers who will pay more for exceptional customer service.

These statistics from Harris Interactive emphasize with numbers what we all know:  customer service matters.  We are more likely to stay with a company, to recommend a product, or to buy more services from companies who do it well.  And, when we have a negative experience, social media can become an outlet for frustration.

I’m a believer that everyone in a company is in customer service.  Decades ago, Peter Drucker said, “There is only one valid definition of business purpose: to create a customer.”  Servicing the customer is central to success.

Crime Writer Jo Nesbo on Phantom

Jo Nesbo is one of the world’s top crime thriller writers.  His books have sold millions around the world, but his popularity in the US is only now skyrocketing.

With Martin Scorsese directing a film of The Snowman, and more readers discovering his work every day, it’s easy to see the trajectory ahead.  (Readers of this blog may recall that this book cover was recognized as a top book cover for 2011.)

Next week Jo’s newest book will be released, again featuring his main character, Harry Hole.  Phantom will certainly soar to the top of the fiction lists and spur sales of his previous books.

Jo lives in Oslo, but I had the opportunity to meet him when he visited New York.