Social Media Commerce – Where Social Media, Customer Service and Revenue Intersect

Posted on September 12, 2012 by


Social Media Commerce…I love the sound of that. It’s the sound of fruition…Creation of revenue streams via social media.  It’s exciting for so many.  For some, however, it can be intimidating.  The important questions can be tough: Who? What? When? Where? Why? How?

That’s what prompted the invitation to Marsha Collier requesting that she join us as a #SMChat special guest this week.  Marsha is a customer service expert, an entrepreneur, an author and someone who is very passionate about social media.  She, Jeffrey Kingman and Roy Atkinson lead the weekly Customer Service tweetchat, #CustServ*, every Tuesday at 9pm ET.  What makes her the perfect guest for this week’s SMChat is that in addition to the customer service/social media combo, she has a book coming out soon, “Social Media Commerce for Dummies.”  (The SMChat community has so many smart people…maybe we can get her to change the name to Social Media Commerce for Smarties…or maybe that’s a topic for our friends at BrandChat.)

Customer service via social media is so much more transparent and evident than what happens over the phone or in-person.  When social media, customer service and revenue are combined, there is an opportunity to maximize results.  Increased customer satisfaction can lead to additional revenue, greater customer retention, increased referrals and ultimately a more sustainable business model.

This week’s #SMChat, September 12th at 1pm ET, will focus on the following Social Media, Customer Service and Social Commerce questions:

Q1. What existing customer information should be reviewed before pursuing Social Commerce?

Q2. When is the right time to jump into Social Media from a customer service perspective?

Q3. How do you find the customers that need service?

Q4. What are the next steps after resolving a customer service issue?  (Sometimes organizations look at resolution as meaning “case closed,” but there are additional opportunities)

Q5. For small businesses specifically, which channels should be used and how much time/money should be invested in customer service via social media?

Please join us at 1pm ET, September 12th to join the discussion and feel free to share your comments below as well. It’s sure to be a great conversation.

*Side note about #CustServ chat -If you haven’t checked it out, I highly recommend it.  It’s a great chat with great people focused on serving customers and creating the experience that customers deserve.