Several years ago, Moniker pretty much ruled the roost when it came to the preferred domain registrar of domain investors. The company was known for its security, but I think the primary reason for its popularity was because of the personal care company founder Monte Cahn gave to his clients. The underlying feeling was that if there was ever an issue, you could call or email Monte directly and the issue would be resolved ASAP.
I was thinking about this when I discussed Voodoo customer support, and it got me thinking about the types of connections we have today. In addition to meeting account representatives and executives at conferences, I think relationships can be forged using social media options like Twitter and Linkedin.
There are a number of companies that have great social media outreach, and I want to share some tips other companies may be able to use to connect with their customers on a more personal level and establish a relationship.
- Follow customers on Twitter – from official accounts and personal accounts
- Connect with customers on LinkedIn
- Reach out to customers when you see something (good or bad) about your company and ask for private contact information to resolve in private
- Retweet to show you care about what they care about
- Respond to tweets and messages directed to your attention and even those directed to the company if you can solve them
- Offer introductions when you can’t resolve an issue
With prices being so competitive and security fairly comprehensive at just about all domain registrars, it’s often a personal connection that gets customers to continue doing business. It’s no surprise that the majority of my domain names are registered at Enom and Go Daddy right now since I have account reps that have worked with me for years.
Establishing and maintaining relationships is a critical part of this business, and companies should be using social media to engage with clients.