Published on October 22, 2014
Guest blog by Shep Hyken:
The technology available in today’s world has added new tools and opportunities to the customer service arena, and one of the most important of these is social media. Not only can you reach customers quickly with company news and value-added content, you can also respond to unhappy customers and show them – and others – that you are willing to do what is necessary to fix problems and support your customers.
When a customer complains on a social media channel such as Twitter or Facebook, the customer and others who have seen the negative review are waiting to see if your company will respond. Your company – which, first of all, must always be monitoring social media channels – can use the complaint as an opportunity and turn a possible PR nightmare into a display of your dedicated customer service. There are a few simple steps that you must follow to make that happen.
Remember, social media is not a weapon to be feared, but a powerful tool that can open the lines of communication and create opportunities to connect with your customers – and the world.
And, it is a tool with many uses. As I mentioned earlier, social media can be used to connect with customers in many ways. If you limit your social media presence to problem resolution alone, you are missing out on opportunities to build stronger customer service relationships. Keep happy customers happy by using social media to add value to your brand.
Some ways you might do this could be announcing a special promotion, giveaway, etc., on your Facebook page for your followers (this is also a good way to gain new followers!), Tweeting a link to a video on your YouTube channel in which you demonstrate a new way to use your product, or pinning items on Pinterest boards to share creative ideas with customers and potential customers.
The world is always changing, moving forward. Don’t get left behind. If you want to offer the best customer service experience possible, you have to reach your customers where they are – and they are on social media. Embrace it, use it to your advantage, and have fun with it!
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to http://www.hyken.com.
Copyright © MMXIV Shep Hyken – Used with permission.
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