Customer Loyalty Tip: Use Social Media for Listening to Your Customers
Dec 4, 2012
Is Your Company Using Social Media to Help With Customer Service — or Just for Marketing?
Austin, Texas: Social Media usage has grown exponentially over the past few years – as most people use Facebook, Twitter and other programs both for personal use and for professional use.
However, too many companies are still using social media for broadcasting their marketing or branding message — and not for listening to their customers.
Are you using social media to listen to customer service issues and complaints – or would you rather pretend that they do not exist. Your customers use Twitter, Facebook and other forms of social media to voice their opinions? You better be listening — or the problems will only snowball.
One of the biggest trends for 2013 will be the increased use of social media as a listening tool- to gauge your customers’ perspective on such issues as quality, performance, customer service and for other data.
The easiest way to accomplish these questions is to open up your entire Customer Service department to social media.
Put it all out there for the world to read and comment on.
Well, those comments about your company will be on the web anyway in some forum or discussion group – so you might as well hear it straight from the source and address the issues to avoid Dell Hell or United Breaks Guitar scenarios.
Tens of millions of visitors on YouTube and other comments in books, TV, websites and other forms of media gave these two huge companies a beating–and rightfully so – because they failed to listen and respond to customers comments, complaints and suggestions.
Listening to your customers is the best way to improve customer loyalty.
Do you have the balls to let the world see your problems and listen to how you handle complaints on social media?
Or will you ignore it for another year and pretend that angry customers will just go away?
Make 2013 the year your company actively listens – and makes positive changes to address your customers needs.