by Randall CraigFiled in: Blog, Communication, CRM, Make It Happen Tipsheet, Service, Social Media, StrategyTagged as: Customer Service, Customers, Digital Strategy, Expectations, Experience
Ever feel slighted, ignored, disenfranchised, “sold to”, taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth.
Clearly, great customer service – supported by great training and great management – are fundamental, but how do the digital platforms, such as Facebook, Twitter, YouTube, and TikTok be used to improve the experience?
Before the sale:
At point of sale:
After the sale:
Great customer service starts in the real world, and speaks directly to the strength of the relationship between you and each person you serve. Social media can amplify the good or the bad, and it can serve as an additional communications channel: what it can’t do is fix a fundamentally flawed experience. This week, identify one aspect of your product or service to improve. Then cover your bases so that you are as responsive online as you are through traditional channels.
Postscript: Sharing your success online is far more satisfying than fighting a rearguard action about complaints and being unresponsive.
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