Cover Story: 5 Customer Service Tips to Satisfy Online Holiday Shoppers
Speaking of email, if you don't return customers' emails in a timely manner (again, minutes, not hours or days), you risk losing that customer or getting skewered on social media. An unhappy customer is a social customer. Social media is filled with customers venting their frustrations. Head them off at the pass. Remember, today's disgruntled customer, if handled correctly, is tomorrow's social media advocate. If a customer cares enough about your brand to complain via social media or your call center, it's incumbent upon you to solve their problem. It's the silent customers who go away and never come back that are more worrisome.
Jim Gilbert has had a storied career in direct and digital marketing resulting in a burning desire to tell stories that educate, inform, and inspire marketers to new heights of success.
After years of marketing consulting, Jim decided it was time to “put his money where his mouth was" and build his own e-commerce company, Premo Natural Products, with its flagship product, Premo Guard Bed Bug & Mite Sprays. Premo in its second year is poised to eclipse 100 percent growth.
Jim has been writing for Target Marketing Group since 2006, first on the pages of Catalog Success Magazine, then as the first blogger for its online division. Jim continues to write for Total Retail.
Along the way, Jim has led the Florida Direct Marketing Association as their Marketing Chair and then three-term President, been an Adjunct Professor of Direct and Digital marketing for Miami International University, and created a lecture series, “The 9 Immutable Laws of Social Media Marketing,” which he has presented across the country at conferences and universities.
