A Post by Matt Krautstrunk
We all know how important customer service is to your long term success as a business. You probably donât need a briefing on that, so Iâll spare you the lecture on why the âcustomer is always right.â However, what you probably havenât realized is the fact that customer relationships are becoming more fragile.
We all remember the days, going to the local grocery store with our parents, and having the employees greet us by name. Loyalty is a wonderful thing; however something seems to have changed since the 50âs. Customer relationships arenât what they used to be, they are becoming more fragile than ever. As businesses strive to create relationships it seems one negative experience can cause a breakup, according to Social Media Paige, ânegative online shopping experiences result in brand abandonment. Smart consumers are very unforgiving.72 percent said they would share a negative online experience with friends and family. Another 70 percent said they would turn to a competitor as a result.â
Many managers also fail to realize how important social media is to their customer service. Whether you are trying to attract new customers or keep existing customers engaged, having a social presence gives your company a platform to reach your audience. I think businesses who try to âdateâ their community are able to retain a higher percentage of customers for life.
Link Multiple People To Your Businesses Social Account. Putting your PR, customer service and sales people on the same account, not only improves your reach but integrates your customer knowledge. Say for instance you only have one PR professional running your Twitter, he/she may not realize who they are actually speaking with. Having an integrated internal social media account improves your communication strategy by leveraging knowledge across multiple units. A good idea would be to add email contacts to your social networks from multiple accounts within your business. You can use your salespeopleâs, marketing department, and anyone you deem fitâs email address book to upload their contacts and follow them.
Although itâs important to integrate your internal departments on social networks, make sure they understand their roles. Have your sales person answer all sales inquiries, and all customer inquiries be handled by customer service.
Build Loyalty. Building loyalty is essentially taking your customers on dates. Keep your community engaged, active and excited about your brand. When the spark dies, you are much more willing to have a tragic breakup. Do this u
Solve Simple Problems Transparently A major advantage of conducting your customer service on social media is the fact that everything you do is transparent. Other followers will see your activity and you generate good PR for every issue youâve solved. Donât limit yourself on these platforms; figuring out how to work in social in to your strategy will help you keep your date for longer.
Keeping a customer for life is one of the most valuable things any business can ask for. We all know that 80% of business comes from 20% of your customers, so it makes sense to make sure that these people are happy to the fullest extent.
Matt Krautstrunk is an expert writer on postage meters based in San Diego, California.Â He writes extensively for an online resource that provides expert advice on purchasing and outsourcing decisions at Resource Nation.