By listening four times as much as you speak, being relevant to your customers and responding in a timely manner to problems, astute corporations are leveraging social media to enhance their customer service and win brand loyalty that increases Customer Lifetime Value. There are a plethora of social media channels in the marketplace today, that allow consumers to air their views about things they like/dislike/value or consider unimportant. There is a lot of customer data that is being captured online and offline. By integrating all these channels into gaining a consolidated and comprehensive view of your customer, you can and should listen to what they are saying about you and their customer experience. Listeining is the first step. The second and more improtant step is doing something about what they said in a prompt and effective way. In a great book, Execution by Larry Bossidy and Ram Charan, the authors talk about why Execution is a key differentiator of Great companies relative to Good companies. A fantastic idea means nothing at all, if you cannot execute on it.
Getting back to the issue of using social media to deliver outstanding customer service, there are some companies that still don't get it. How often do you receive a letter/ email that adresses you as Mr/ Ms. so and so- that is just not acceptable in this day and age of data mining and analytics. You have to continually be scanning the digital canvass to see what is being said about you/your brand/ user experience/customer enagement levels etc and get out ahead of potentail problems/ issues. United Airlines has done a good job of this by proactively addressing some customer concerns about losing their air-miles and rewards, as a result of the merger with Continental Airlines. There is a reason god has given us two ears and one mouth- lets make use of them in a similar proportion. An interesting video on how to leverage social media for delivering customer service can be viewed here- http://www.socialmediaexaminer.com/how-social-media-has-changed-customer-service/
enjoy !
Getting back to the issue of using social media to deliver outstanding customer service, there are some companies that still don't get it. How often do you receive a letter/ email that adresses you as Mr/ Ms. so and so- that is just not acceptable in this day and age of data mining and analytics. You have to continually be scanning the digital canvass to see what is being said about you/your brand/ user experience/customer enagement levels etc and get out ahead of potentail problems/ issues. United Airlines has done a good job of this by proactively addressing some customer concerns about losing their air-miles and rewards, as a result of the merger with Continental Airlines. There is a reason god has given us two ears and one mouth- lets make use of them in a similar proportion. An interesting video on how to leverage social media for delivering customer service can be viewed here- http://www.socialmediaexaminer.com/how-social-media-has-changed-customer-service/
enjoy !
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