Social Media and Customer Service for Green Businesses
Last week I had the chance to hear Pete Blackshaw talk about his book “Satisfied Customers Tell Three Friends. Angry Customers Tell 3,000″. His message is particularly important for eco-entrepreneurs, so I’m summarizing some of his talk for you green business entrepreneurs.
Green businesses are particularly well-suited for consumer advocacy. Customers who shop from your company due to a shared concern for the environment and/or a desire to avoid toxins are likely to tell their friends about the benefits of your product or service. The flip-side is that they are also likely to be particularly vocal and angry if they feel you have betrayed your green mission.
Social media, primarily blogs, have greatly lowered the barriers for consumers to voice their opinions. They can easily advocate on behalf of a brand or take a company to task for bad service, misleading advertising, products that do not work, and more. And the title of Blackshaw’s book rings true.
The question for green businesses is are you making it easier for 1000 people to advocate on behalf of your business, and are you reacting quickly and authentically when there is a mis-step and a customer is unhappy?
We marketers used to say that a brand is the sum total of all experiences with a company–not just the product or service but the employees, partners, website, collateral, ads, service centers, etc.
Your Google ranking is part of your brand
Well, now, customer service discussions on blogs are now part of your brand experience. Blackshaw says,
