
Mystery Shopping ROI: Linking Restroom Cleanliness to Revenue
FROM www.maritzcx.com
When restroom cleanliness affects your customers’ experience.
Read more >
Category
Customer service
Loyalty and retention
Article published on
09 May 2018
These days, customers have more and more options for getting in touch with a company when they have questions or complaints. In this article, the author discusses the importance of effective social media customer service in a marketing strategy.
Social media has made it easy to find out exactly what customers are thinking. Positive and negative experiences that are shared on these platforms can spread like wildfire. That’s why it is essential to be both reactive and proactive!
Customers who take the time to voice their dissatisfaction give companies a real opportunity to get problems under control and resolve them quickly. In fact, a recent study by Harvard Business Review found that individuals who receive a response to their complaint, regardless of whether it is the response they were hoping for, are far more likely to become loyal customers. Furthermore, according to the American Express Global Customer Service Barometer, 25% of customers who complain on social media expect to hear back from the business within the hour. Companies should therefore keep a close eye on social media so that they can deal with detractors immediately.
Taking a proactive approach to comments, content, and engagement can also improve the customer experience. Here are some of the author’s suggestions for how to be proactive on social media:
Customer support was once limited to communicating in person or over the phone. Today, earning customers’ trust involves communicating through multiple channels and platforms. That is why it is crucial for companies to respond, react, and interact with customers on all of these channels—especially social media.
By continuing your navigation, you accept the use of Cookies or plotters to improve and personalize your experience, achieve audience statistics, offer you products and services that are targeted and tailored to your interests and offer you features related to social networks. - Privacy Policy - Terms of Use