Friday, September 2

Customer Service Through Social Media: My, How The Game Has Changed !

The rise of social media has changed customerPhoto: Alan Turkus/Flickr (Creative Commons) service beyond recognition.

In today’s competitive landscape, customer service is more important than ever. A company’s reputation for satisfying their customers has never been so valuable.

It’s worth pointing out that it takes three times as much internal resources to acquire a new customer as it does to retain one. In these lean times it puts an awful lot of pressure on companies to ensure retention rates are as high as possible. And good customer service is a great tool to do this.

But are companies getting it? Does it look like big corporates are responding to this change in the landscape?

The short answer is no:

  • Over 58% of tweeters who have tweeted about a bad experience have never received a response from the offending company
  • 55% of consumers expect a response the same day to an online complaint – yet only 29% receive one
  • 43% of consumers say that companies should use social media to solve customers’ problems

These statistics lay out clearly how the game has changed. Customers will no longer be happy with ‘old style’ customer service. To satisfy your customers, it’s essential to have a responsive social media presence.

To be fair, things are changing. By the end of the year, 75% of US-based companies expect to use social media for customer service. It’s a reaction to the changing game. Gone are the days when social media was all about marketing through Twitter and Facebook. It’s now an integral tool to ensure you are responsive not reactive, contactable not aloof and authentic not robotic. And increasingly, it’s about solving customer’s issues in real time through social channels, showing your dedication and transparency to your customers.


1 comment:

  1. Marsha, great statistics on social media. Our research clearly supports your findings. Additionally, 95% of consumers either feel positively or neutral about a company getting back to them about a posting, so it just makes sense to insure that every company has the resources to respond to customers in a timely manner. Lastly, as you pointed out, consumers' expectations for almost real time turnaround are increasing every day. Social media has made the need for consistent excellent service even more important than ever. And companies should make sure that frontline associates who make customers happy and guarantee repeat business are shown equal appreciation by their employers. Richard Shapiro, The Center For Client Retention


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