How many of you simply vent or even express satisfaction with a product or service on social media?
A lot of firms have created social media platforms for marketing and advertising, but have also started to manage customers who visit a company’s site to lodge a customer service inquiry. For example, during Pope Weekend in Philadelphia, I tweeted to SEPTA to give me exact train timings from my departing location. Within 5 minutes, I got a response.
Consumers are using social media sites like Twitter and Facebook as their primary communications outlet. According to Chris McCann, President and COO of 1-800-FLORWERS.COM, there are many companies which have developed robust social media platforms for marketing and advertising, but aren’t quite sure how to manage customers who visit a company’s site to lodge a customer service inquiry, simply vent or even express satisfaction with a product or service.
They simply run away from customers. Yet, these same companies would never ignore a customer phone call or email, probably because it seems more controllable than the social media environment.
“At 1-800-FLOWERS.COM, we have found that delivering strong customer service through social media channels strengthens customer relationships and increases brand loyalty. Over the course of time, we have identified three vital elements of social media customer care and it starts with open, honest communications and then dives into the culture of our organization with a “no-holds barred” approach to always take care of the customer.” 1
Zappos is another example who is known for their exceptional customer service through social media. When an unhappy customer talked about a late order, Zappos redponded quickly and with a coupon.
Eveyone makes mistakes, but what set’s a company apart is admitting them. I am the type of customer that appreciates sincerity and honesty.
In my opinion, social media customer service care is very important in today’s demanding retail sector, where consumers haveopportunities to choose from many retailers. Social Media can provide a competitive edge and can enhance brand loyalty and customer relationships.
1 – McCann, Chris. “Embracing Social Media to Enhance Customer Experience.” Embracing Social Media to Enhance Customer Experience. Chain Store Age, 01 Feb. 2016. Web.