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10 Customer Service Skills You Need to Know by Matthew Olszewski

A few decades ago  customer service was just a department within an organization. Today, that has all changed. Previously, if someone wanted to make a career in a company, they most often would choose marketing or sales. Today, the situation is different. Due to high competition in any industry, it’s increasingly difficult to find new customers. Companies that want to survive on the market must try to find regular customers. Even for small entrepreneurs who saw the opportunity for additional earnings, they understood the importance of caring for their  customers. Today, customers have greater choices and are more demanding than ever before. Therefore, taking care of customers can give you an edge over your competition.

To win customer's trust you must have the appropriate knowledge and skills. Of course, the knowledge contained on this infographics is good at the beginning. If you are serious about your business then you should be more broadly interested in this topic.  There are many books and courses on customer service skills on the market today, you will definitely find something that will help you develop your business in this area. Excellent customer service needs to become one of the main pillars of your business.

Something about Matthew Olszewski.

I'm the owner of www.mattsfactor.com blog. My interests are related to personal development and business. I became interested in things associated with entrepreneurship, becouse a lot of satisfaction gives me creating business strategies and their implementation. Makes me fun to experiment with new solutions that I can use in my business.

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5 Tips for Getting Started with Twitter Marketing by Sheena White

Would you believe that as of the first quarter of 2015, Twitter was averaging 236 million monthly active users. That is 236 MILLION people! And yet, if I was to go ask most people on the street, they would probably say that they don’t “get” the point of the microblogging site. That, or they would tell me that their target demographic isn’t on the site.

As of the first quarter of 2015, Twitter was averaging 236 million monthly active users.

The truth is that Twitter users consist of a mix of both genders, primarily between the ages of 18 and 49. However, 22% of its users are over the age of 50. So unless you’re trying to market to seniors, chances are that your audience is on Twitter. The bigger problem isn’t that people aren’t on Twitter, it’s that many businesses don’t know what to do with the site. Check out my five tips for getting started with Twitter marketing.

Optimize your profile.

Whether you’re setting up your account for the first time or you have an account you created long ago, you need to make sure that your profile is optimized with the keywords you want people to find you for. This doesn’t mean you can’t show your sense of humor or share personal details about your values or hobbies. But you need to clearly state who you are and what you do (if you want people to find you on Twitter for those products and services).

Create a content strategy.

Let me first say that posting nonstop links and promotions on Twitter is not a good strategy if you want more followers. People don’t want to be “sold” to all the time and it makes you look like a spammer. I recommend creating “buckets” with TYPES of content that you want to share. For example: inspirational quotes, humor, blog posts, tips related to your niche, your free offer, etc. And make sure you include some images as part of that strategy, since they get 18% more clicks, 89% more favorites and 150% more retweets.

Have a plan for community building.

If you’re just getting started and have a very small community, you’ll want to start slowly, following just 25 people per day. Eventually you can grow to 100 although I don’t recommend more than that or you may find yourself on Twitter’s radar (you don’t want to get thrown in Twitter jail).

Where do you find people to follow?

Well, you definitely want to follow the right people or you won’t ever create a community of people interested in your products and services. You can start by following the people who follow your competitors. You can also do advanced keyword searches to find people according to the kinds of things they’re tweeting or find people who have certain keywords in their bios.

You don’t want to get thrown in Twitter jail.

Make sure that you have a following and unfollowing strategy in place as well. In other words, make sure you’re following and unfollowing people at least five days a week in order to keep your account growing, but make sure you don’t unfollow people so quickly that they don’t have the opportunity to follow you back (not everyone gets on Twitter daily). Rapidly following and unfollowing is actually referred to as churning followers and is something Twitter frowns upon.

If you don’t want to deal with the tedious task of manually growing your followers, you can automate it using tools like Manage Flitter or Social Quant.

Build lists.

There’s a lot of stuff in the newsfeed that you may never find relevant. List building, though, is a great way to cut the clutter. Create lists of great content producers whose content you can curate, of key influencers in your niche who you want to develop stronger relationships with, even leads for your business that you want to engage with more regularly. And don’t worry; you can make the lists private so there’s no fear in tipping off anyone that they’re on your list of prospects.

Engage!

Engagement is key to being successful on Twitter. Engaging really just means practicing good manners. Respond to people who @mention you. Thank people who retweet your content. Start conversations around common interests.

At the end of the day, Twitter is a social media network and you have to be sociable. You never know where the relationships you’re building on Twitter will take you and your business.

Are you on Twitter now? Do you love it or hate it? What are your biggest challenges? I would love to hear from you!

Sheena is a social media strategist and copywriter and is passionate about helping small businesses maximize the power of social media to increase the success of their online marketing efforts. Twitter @sheenamwhite

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Social Media Etiquette for Business by Lesya Liu

What to Do (And Not to Do) In Order For Your Company to Succeed On Social Media

Social media has been around for quite some time; more and more businesses see the value in it. Yet, some businesses still manage to do lots of basic, annoying mistakes and ignore the etiquette completely.

Social media, as any other physical or virtual space, has its own set of rules about what’s acceptable and unacceptable to do in the community. Do you unknowingly make any of these mistakes?

Work on your presentation

First things first: optimize your business profile for each specific network. Ensure everything is correct and links are working. It gets very annoying when a link on official Facebook page appears broken and sends people off straight to 404 page. It also looks bad when a business could not spend 3 minutes of their time to upload a profile image and all we have left to enjoy is the Twitter egg picture. This all gives of a sense of carelessness and you don’t want your professional presentation to give off that vibe.

Use spellchecker

It goes without saying that if there are misspellings in your messages, it gives off the same vibe of carelessness. This hurts your overall reputation. If a business can’t check the spelling of their 140-character message, why would anyone trust a company with their money?

Respond in a professional manner

Sometimes your business can become a target of hateful speech, spam or unsatisfied customers. If a person uses cuss words, hate speech or spam, simply flag that comment or review and be done with it. Don’t engage with these types of people.

However, if a negative review is legitimate and there was a fault on your side, acknowledge and apologize. Better yet, take the resolution offline. Even these days some businesses get too aggressive in responses. Resist the urge. Don’t reply right away, give it an hour or two; think of a good, professional response, draft it a few times and let someone else read it again. The negativity will rub off on your business and hurt your reputation, not the reviewer’s.

Be consistent

Be consistent in your messages. Your overall messaging and image is very important, so consistency is the key. People should know what your brand stands for and what to expect from your brand in the future. If you’re confused on your brand’s identity, chances are your customers will be too. People are on social media to be educated or entertained, not waste their time trying to figure out what your messaging is about. Don’t confuse followers with different promotional details on your social media and your website.

Be humble

If a follower and/or a customer compliments your business on something, politely thank and show your appreciation of their attention. No need to show off and brag about it. Nobody cares about how much money was spent on that clever ad or how long you’ve been working on a new product or any of that staff. Hard work and motivation will show through and speak louder than words.

Be respectful

Before posting anything, ask yourself if it will hurt anyone’s feelings. It’s ok to post occasional humorous posts but be sure everyone will find it funny. Strive to stay as far away from borderline offensive content as possible.

Acknowledge your followers

Show your appreciation for customers and followers. That could be done with an occasional “thank you” post or a special announcement. Also, engaging with their comments and shares is a great way to show your appreciation. Use “please” and “thank you,” use first name if available. You represent a business and should strive to make the best representation possible. So, be polite. The easiest way to acknowledge someone is to use these words.

Don’t ignore questions

When your followers ask you questions, reply to them. Reply politely and don’t put anyone down even if the question is not smart. If you don’t know the answer or are uncomfortable making comments on a subject, find a few good links to point people in the right direction. This will show that you care and try your best to assist your followers.

Check your sources

If you do post a third-party research or opinion, check your sources. You want your sources to be accurate, credible, up-to-date and intelligent. If some obscure blogger with 3 followers said something you agree with, it’s not a credible source and probably more research should be done before sharing it with your audience.

Don’t spam

Find a social posting schedule that works, but don’t overdo it. It will also depend on your company and the type of content you share. Nobody wants to see 10 self-promotional posts a day. Another thing that people still do is to send personal messages to each and every one of their followers. Just don’t. If you’ve identified a few influential followers and want to reach out to them to thank or propose a deal to them, send them one message and wait for an answer. Spend some time crafting your message like you would any other professional pitch -- make it short and to the point and focus on benefits to them, not you.

Don’t use all caps

This just looks cheesy and too promotional. People perceive all caps as screaming at them. I know I personally envision a man who is screaming at me from a cheesy commercial. In general, use caps with caution. You can capitalize a word or two if you really feel like it will add to your message, but ask yourself if it’s really necessary.

What do you find annoying businesses do on social media? Share in the comment section below.

Lesya Liu is a blogger at The Social Media Current (thesocialmediacurrent.com), a photographer and a social media expert. Her passion lies in art and marketing (and combining the two). You can find her on Twitter: @LesyaLiu.

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