What does Bullfighting and Social Customer Service have in common?

WHAT DOES BULLFIGHTING AND SOCIAL CUSTOMER SERVICE HAVE IN COMMON? - Ben M Roberts
Probably on the surface not a huge amount, but scratch down a layer and you’ll see some of the similarities. Bullfighting is a popular past-time and really a cultural symbol for many Hispanic people. It is an activity, that has everything, drama, excitement, maybe even a bit of blood. So, how on earth does this have anything to do with Customer Service?

All eyes on you

Bullfighting is a spectator sport, so to is Social Customer Service as Jay Baer points out in his ‘Hug your Haters’ book. In Bullfighting you Matador and the Bull are in the middle of a Bullring, surrounded by onlookers with nowhere to hide. Social Media Sites are the Bullring. This is where anyone can turn up and watch you and your company, and scrutinise or cheer everything you do. Everything you do can be seen. This is an opportunity as well as a threat. You can use this opportunity to interact with customers, show your attributes, offer something that no or few other companies in your industry are currently doing.

Red flag

In Bullfighting you will notice a flag being waved by the matador. He is trying to get a reaction from the Bull. In this instance you (a business) are the Bull, and the Matador is someone complaining on your social media page, be it Facebook, Twitter or wherever else you operate publicly. This person may have a genuine complaint, they may simply be trying to provoke you into reacting. Either way a complaint can be seen as a red flag being waved in front of the Bull. As a Bull, if you don’t react the crowd will turn on you because they aren’t seeing anything from you. If you over react it could lead to the you (the Bull) being frankly killed at the end of the contest. You need to get the balance right. You need to engage you need to show that you are there, and acknowledge that social customer service is a spectator sport.

Despite the similarities there are some key differences

I think that the similarities between the two are great, but at the end of the day the way in which the two contests turn out there really is a big difference.
In social customer service you need to engage, but it’s not really a fight. You need to acknowledge the crowd but you don’t want to stir them up. You don’t want to be playing a game of cat and mouse, you want to solve the situation quickly, with an outcome that suits everyone.
Thanks again for reading! I’d love to hear your thoughts, so please do leave comment at the bottom, and feel free to share the article with anyone who you think will also enjoy it!
Ben M Roberts ♣💻♣
Head of Marketing at Talkative ✔️ Digital Marketing Strategist ✔️ Speaker ✔️ Web Chat & Human Marketing ✔️ Podcaster ✔️
Price is no longer the ultimate differentiator for business big or small. Instead the digital age has given rise to two new powers; Online Reviews and Social Customer Service.

Online Reviews and Social Customer Service are two incredible tools for both customers and businesses alike. The problem is that customers are generally using them a lot better than businesses.

My goal is to help businesses use these tools for a number of reasons; to stand out from the crowd, to be able to continually improve their trading practices, to make customers want to come back, and to use these happy customers as an effective marketing tool.

In all of my marketing roles, I have worked hard to create a customer-centric approach to marketing. By doing this, I am able to encourage customers to leave Online Reviews of the business, allowing us to continually improve and consistency offer a service that meets and exceeds expectations.

I live and breathe Online Reviews. I speak and keynote about this topic around the country at conferences and seminars, so that I can teach my passion and encourage businesses to ‘Embrace the Reviewlution’.

As well as speaking about Online Reviews and Social Customer Service I also regularly blog on the subject at ben-m-roberts.com, write articles here on LinkedIn and I am in the process of writing my first business book entitled ‘The Online Reviewlution®’

I’m always keen to connect with people are share my experiences in the world of Marketing, Online Reviews and Social Customer Service. Here’s why you should get in touch:

7+ years marketing experience
Head of Marketing at a Top 100 UK insurance broker
Keynote Speaker at conferences around the UK
Writing my first Business Book ‘The Online Reviewlution’

If you are interested in connecting with me please do

You can contact me at ben@ben-m-roberts.com or via my website ben-m-roberts.com