If you’re a fan of both the new holiday classic movie Elf, and having a little fun when it comes to customer service and engagement, here are seven simple tips for engaging with your brand’s customers and followers on social media, loosely based on well-known scenes from the film.
1. Share your product passion. Genuine delight and enthusiasm is contagious.
Emily: You like sugar, huh?
Buddy: Is there sugar in syrup?
Buddy: Then YESSS!! We elves try to stick to the four main food groups: candy, candy canes, candy corns, and syrup.
2. But don’t overwhelm with one-sided conversations.
Buddy: [out of breath from stalking Michael] “Wow, you’re fast. I’m glad I caught up to you. I waited five hours for you. Why is your coat so big? So, good news – I saw a dog today. Have you seen a dog? You probably have. How was school? Was it fun? Did you get a lot of homework? Huh? Do you have any friends? Do you have a best friend? Does he have a big coat, too?”
Michael: Go away!
3. Always be helpful by providing useful knowledge and answering questions.
Santa: I’ve been to New York thousands of times.
Buddy: What’s it like?
Santa: Well, there are some things you should know. First off, you see gum on the street, leave it there. It isn’t free candy.
Santa: Second, there are, like, thirty Ray’s Pizzas. They all claim to be the original. But the real one’s on 11th. And if you see a sign that says “Peep Show”, that doesn’t mean that they’re letting you look at the new toys before Christmas.
4. Take a genuine interest in your customers.
Buddy: [answering the phone] Buddy the Elf, what’s your favorite color?
5. Make a point to share in successes, compliments and positive conversation.
Buddy: [on seeing a sign saying “World’s Best Cup of Coffee”] You did it! Congratulations! World’s best cup of coffee! Great job, everybody!
Buddy: Deb, you have such a pretty face, you should be on a Christmas card!
Deb: Oh, you just made my day!
6. Never post, tweet (or say) anything that could potentially be taken the wrong way.
Buddy to everyone in the corporate boardroom: I didn’t know you had elves working here.
Buddy to Miles Finch: Does Santa know that you’ve left the workshop?…..
Miles Finch: [Buddy has just innocently called Miles an ‘elf’ because of his stature, and Miles is clearly very offended, and daring him.] Call me an elf one more time….
Buddy: You’re an elf!
[Miles attacks Buddy]
Buddy: He must be a South Pole elf.
7. Build customer loyalty through authenticity, not just promotions. Sometimes it’s about believing; not seeing.
Santa: Well, before the turbine days, this baby used to run solely on Christmas spirit. You believed in me. You made my sleigh fly.
Buddy: Hold it… if you’re really Santa Claus, then we can just get some news cameras in here, and everyone will believe in you. Then your sleigh will fly, right?
Santa: No Buddy, Christmas spirit is about believing, not seeing.
New E-book Offers Social Customer Service Best Practices
A recently-released e-book by Microsoft Dynamics CRM discusses the growing need for customer service on social media and provides best practices from thought leaders representing some of the world’s best-known brands including LinkedIn, the Altimeter Group and HootSuite and more.
From getting started with social listening for customer service to pulling all-important social customer feedback, this is a valuable read and resource.
(Elf Photo: Warner Home Video)