April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
March 26, 2015Feeling overwhelmed by the massive amount of customer feedback data you’re collecting? You’re not alone! Many businesses are struggling to find...
February 20, 2015Symantec, the global technology security provider, needed to provide its global customer base access to social customer service. They were...
February 20, 2015An Employee Advocacy program has value beyond your company’s marketing department. The community you build will be the single most important...
May 15 Posted 1 year ago
You won't struggle to find an example of a company which has not used social media properly for customer service. Some companies only reply to comments and engage with fans who post positive comments, but it is so important to reply to those comments from fans who are not happy.
The stat in this post - '46% – Those who vent frustration about a poor service or experience' is mindblowing! This is such a huge number and you definitely don't want frustration being vented in person or on the net. The best way to sort this out is by nipping it in the bud straight away. Even if you don't know the answer to the negative comment, at least let the person know you are looking in to it.
And the golder rule - don't delete the post! This never goes down well.
May 10 Posted 1 year ago
What a great Post Brian ....!
For me this part is awesome :
An astonishing 28% do not track or respond leaving customers to question their value to the businesses that they support. The lack of acknowledgment or engagement also leaves the door wide open to competitive courtship.
The most important on a Company : Feedback and Follow up..if they do not, will never be able to improve..
I met a contractor that all they did was fill their pockets with money from the customer,No Feedback,Not Follow Up,they never sent an email to customers.Too Bad...
Result: They were losing customers..
Customer Service Philosophy : Help before, during and after .!
Nor is the idea of squeezing customer,this kind of behavior, I saw/see it more in small business (not all of course)
Maybe that's why some of them still are "small"...
Best From Boston