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Customer service and social media: Customers hold power

customer-service-and-social-mediaCustomer 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.

Key Findings

  • The number of people consumers using social media for customer service will tell about bad customer service experiences is 53! This compares to 24 people for the general population, and 17 people for people not using social media for customer service.
  • Americans will tell an average of 15 people about positive experiences – up 67% from 9 last year.
  • More than three in five Americans (61%) feel companies have not increased their focus on providing better service, and of this group, 32% feel businesses are paying less attention to providing good customer service – an increase from 2011 (26%).

Customer Service and Social Media

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.

Posted by Kirt Manecke | 0 Comment
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