Everyday millions of Americans take on more and more of the Social Customer traits. As a refresher, the social customer: Researches Online, Checks-In, and Reviews Online.
That said, more and more of the social customers EXPECT to be able to resolve questions, problems, and other service issues via Text, Twitter, and Facebook. Two years ago Live Chat on your website was the hot new customer service trend, today the Social Customer wants even easier access to you. They want to talk to you through their preferred method.
Who does this apply to? Any business, large and small. The social customer can work to your benefit or not to your benefit if you don’t take the right precautions.
Do you pride yourself on excellent service? Do you have a Wow Culture? Are you extending that to the social world?
Some simple rules to live by to be on the winning side of The Social Customer:
- If you have a Social presence (Facebook, Twitter, Tumblr, etc…), make sure you are managing it. Don’t let 1 day go by without monitoring your feed or wall. For organizations with higher transaction rates you should monitor it more often.
- Use your Social voice for more than ‘selling’. Talk to your viewers, ask them questions, get their feedback, share interesting information, be their friend, and create relationships.
- Welcome feedback. You can handle problem situations in the open, should a customer raise a service question publicly – answer publicly. Avoiding the question or deleting the post will really look poorly on your brand.
- Social Customer Service is a job for Marketing & Customer Service Management – Social Media is no longer a marketing and sales tool alone. Social Media is the best way to engage and build relationships with your customers, prospects, and partners.
- Create your plan. If you need more than 1 person working your social media, then do it. Create a list of job responsibilities.
- Follow through – Social Media for Customer Service isn’t a ‘nice to have’ in today’s market, it’s a must have.
If it hasn’t sunk in yet, please take this one piece of advice. You don’t want to be talked about on Twitter or Facebook as the company who doesn’t respond to posts. The backlash of being that company is immeasurable.
Feel free to contact me with any questions. You can email me, and we can schedule a time to talk. We consult and train businesses throughout the US. Also, in some cases we manage the social presence of our clients. Either way, get on board.
Have a great Friday!
Margaret M. Hernandez
Founder & Principle Consultant
The ANROMA Group, SocialMePlease.com
Connect with me:
Twitter @csrSocialite & @socialmeplease , when you experience awesome service be sure to let us know. Use the hashtag #wowculture and/or #socialmemethod. If you experience a problem with a company and you can’t get through to their CS department let us know, we may be able to help.
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