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.
Robert Piller is President of GeekTechBranding.com, the leader in promotional products aimed at a tech audience. Since 1981, Robert Piller has worked with Fortune 500 companies, as well as startups and other organizations to market and promote their businesses using the latest and most cost-effective marketing strategies and incentives.
He is a frequent writer and speaker on marketing topics and loves to share and exchange ideas. He can be reached through LinkedIn, Twitter, by email (robert [at] geektechbranding.com) or through this blog
GeekTechBranding.com offers the latest hi-tech promotional products –including imprinted speakers and ear buds, tablet and cell phone cases and bags, promotional stylus pens, imprinted chargers, USB drives and hubs and more — all imprinted with your company’s name and logo.