What I Got From The Twitter Chat #custserv


I’ve only joined a few Twitter chats. I won’t dwell on general reasons why you should join a Twitter chat, nor the proper etiquette for hosting or participating in one, as that has been done well enough already here. Instead, here’s exactly what I got from a specific Twitter chat hosted by…well, I’m not sure what to call Marsha Collier, but here’s her Twitter bio:

Author 48 books: Social Media Commerce, eBay, Online Customer Service. Forbes Top 10, Futurist, Founder #CustServ chat, #techradio podcast host. StarTrek nerd

With assistance from others like Greg Ortbach, Roy Atkinson, and Al Hopper, Marsha hosts the Twitter chat #CustServ that focuses on customer service matters. Tonight (or today for me, since I’m in Hong Kong) some of the questions asked and answered included:

  • What are some ways you say “Thanks” to your customers?
  • Have you ever received a surprise “Thank You” from a customer? What was it?
  • Do you have a regular “lagniappe” (a little something extra) that you give customers?
  • Do you have a process for accepting thanks or praise from customers? How does it work?
  • Do you give seasonal gifts to your customers or receive them?
  • How do you say “thanks” to your staff? How often?
  • How do you make your “thanks” personal?

Some of the takeaways I walked away with include:

We need to remember to send something regularly to our clients. It’s too easy to forget, let time go by, and never express appreciation.

  • The standard handwritten holiday card, while appreciated, comes along with 50 others that are virtually identical. If you want to stand out, do something different and unexpected.
  • Money doesn’t impress people. Clients are more thankful for a $10 t-shirt than a $100 gift card. They’re even more impressed by time, sincerity, and personalization. In other words, do something for your customers that takes more than a second or two, shows you truly appreciate them, and that you know them and you’re doing something based on what you know about them.
  • When we receive “thanks” from our clients we need to remember to thank them for their thanks, and where appropriate ask them if we can use it as a testimonial on our website and other marketing materials.
  • In the past we’ve sent out Groundhog Day gifts to clients instead of Christmas/holiday gifts. That way it’s unexpected, doesn’t get lost with all the other holiday gifts they may be receiving, and it’s more fun! I need to talk with my team about doing that this year.

Participating in a Twitter chat like #custserv is free. This one took an hour (but what a fast hour!) and I walked away with valuable next steps and met some great people. Join us next time!

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Written by

Hi! I'm Josh Steimle, and I started MWI from my apartment while a college student in 1999. I'm based in Shenzhen, China and responsible for MWI's overall strategy and marketing. I've written over 200 articles for publications like Forbes, Mashable, TechCrunch, and Time, and I'm the author of Chief Marketing Officers at Work. I love speaking to corporations and at marketing industry events. I was recently recognized by Entrepreneur magazine as one of 50 Online Marketing Influencers To Watch in 2016. Read more of what I'm writing on my blog.

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