Customer service and social media are a powerful mix. A new survey shows that Americans are growing more frustrated with customer service and businesses are feeling the heat as consumers tell an increasing number of people about both their positive and poor service experiences, according to the article, “Social Media Raises the Stakes for Customer Service“.
The 2012 American Express® Global Customer Service Barometer also found that consumers who have used social media for service wield the greatest amount of influence.
The general population will tell significantly more people about their customer service experiences than in 2011, highlighting the importance for businesses of treating every customer interaction as an opportunity to build customer loyalty and a positive brand image.
View the entire article on customer service and social media here.
My Own Tips for Customer Service and Social Media
1. Respond as quickly as possible (within 30 minutes or less when possible-the faster the better) to comments and questions on your social media sites.
2. Include an email contact on your social media sites. Many customers prefer email when it comes to customer service.
3. Always be professional. This means proper spelling and punctuation, full sentences and proper grammar.
How powerful have you found customer service and social media to be in your business?
Kirt Manecke is the author of the award-winning books Smile: Sell More with Amazing Customer Service, and Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World. Learn more on Kirt’s website.