We all like to feel that our thoughts, our actions, our concerns, our ideas and more … are appreciated and acknowledged. We hope that our questions will receive an answer. We all just want to feel like we’ve been heard and that a response is on the way.
I’m taking a slightly different direction with this week’s Music & Marketing article, looking at the idea of appreciation and acknowledgment and how much they both matter to customer experience and social media satisfaction.
Complaints, Queries & Kudos All Require Response
No matter the method nor the motivation for any social media mention, it needs to be acknowledged. Be it a customer complaint, a warranty concern, or a thank you for great customer service online or in store, it deserves a response.
I’m often surprised how quickly what could be an ugly and disruptive social media complaint can be diffused with a smartly stated show of appreciation regarding the problem.
Acknowledgment and appreciation of the frustration felt when a product or service doesn’t work as promised is a key part of customer service and experience. I’ve seen such situations escalate quickly, becoming ugly, spreading ill will for brands and businesses across the social space.
It doesn’t have to be like that. Taking a few moments to craft a response specific to the initial customer query or complaint is crucial. Canned, copied and pasted, thanks for contacting us messages aren’t going to cut it.
Specific complaints deserve specific acknowledgment. As do specific questions, product and service reviews and even congratulatory messages.
Thank Those You Already Know, Too!
Once a connection is made there’s a tendency to feel safe and secure that nothing can cause a disconnect. But you can’t take your connections, your followers, your online friends for granted.
I’m not saying I expect my connections to thank me every time I mention them. That would be excessive, especially since many of my connections are prolific publishers and often create killer content worthy of sharing.
It’s not about allowing thanks to take over your day. It’s about showing that you’re listening.
Even a quick favorite shows you’ve noticed a share. Being social is about more than scheduling shares. You actually have to engage and even interact with your following. What better way than to thank someone for sharing your articles. It’s simple and it’s smart!
You never know when a connection could lead to a collaboration, right?
No Dead End Thanks In The Social Sphere
It might seem small and insignificant, but each thank you can do so much to enhance your social status. A quick favorite, like, share, pin or repost can be such a boost to an individual’s day.
Just as you sharing another author’s article shows you appreciate their writing skill, your thanks when someone shares your content shows that you appreciate their skills as a content curator and sharer of smart and savvy information.
Ditch The Robotic And Go For Real!
Automation can be a great thing. It can certainly make things like sharing curated content a breeze. But, despite some statements to the contrary, you can’t automate appreciation or acknowledgment. Not without it appearing scheduled, automated and a bit robotic.
Responses targeted to real people, with real needs, are always appreciated than automated blips with anonymous initials tacked on to make it appear we’re speaking to an actual human being.
Ever Feel Unappreciated Online?
Your turn. Ever feel like the authors of the content you’re sharing just don’t get the reality that you’re actually helping them, not just yourself, when you share their content?
How do you show appreciation when you’re mentioned online? How do you acknowledge customer complaints vs. client kudos?
Has failing to acknowledge a social media or other online mention ever come back to bite you in the butt?