We here at Promoting Group are always encouraging our clients and other business owners to be tech-savvy and to keep up-to-date with the latest multimedia trends and innovations. It is important to network through social media sites, such as LinkedIn, Facebook, Twitter, and MySpace for both networking purposes and also to let your clients know that you are in full knowledge of all the latest internet marketing and socializing trends. It is important that you can communicate with your customers on any technological level—through email, Twitter, Google Chat, Skype, instant message, text message, voice message, or message board. It is important to make sure your website is streamlined, user-friendly, and full of useful content. There should be no questions about your company or what services you offer—your website should answer all of those in an up-front and concise manner. These are the markings of a technology- and internet-savvy company, and a modern marketing and PR plan.
While it is immensely important for any company in this day and age to take advantage of internet, technology, and social media marketing advances, it is just as important to maintain traditional customer-service skills. Websites, technological innovations and communication devices, and social media networks are meant to enhance customer service and customer interaction, not replace them. It is imperative that a customer can access your services and information via a website, but it is just as imperative that a customer can call your offices and receive helpful, friendly customer service via the phone from a real person, not a computer-automated messaging service.
Even the most technologically-savvy of us have felt the frustration of being “locked out” of a company. There are contact forms, Frequently Asked Questions lists, question robots, and automated messaging systems everywhere, but sometimes nothing can compete with good old human interaction. Up-to-date technology systems show customers that you are modern, knowledgeable, and scientifically advanced; this will draw customers to your business. Friendly, helpful, person-to-person customer service shows customers that you care; this will keep your customers coming back.
So keep moving forward with social media networking, internet marketing, and technological advancements. This will keep your company looking fresh, working efficiently, and growing with the times. However, never forget the grass-roots of any successful business—customer service. Answer your customers’ questions, make friends with your clients, and always be ready to offer friendly customer service from a real person. There is nothing quite as impressive as a company with the newest technology, but there is nothing quite as comforting as a sympathetic and helpful ear.
