May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 16, 2015The marketing landscape has changed: conversations about your brand happen 24/7 on social and you are expected to stay on top of it. The good ne...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
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