Business Improvement and Social media

I selected this article from Curatti written by Paolo Fabrizio because it shows us how to provide better customer service and improve communication on social media.

Poor customer care can spread quickly on social media.

How to Meet the Needs of Your Customers Online

An unhappy customer may not return and possibly leave negative feedback online. I agree that in order to continue to build your business you need to be attentive to issues quickly and efficiently.

Fabrizio explains how to bring up the level of your customer service and what it means to provide a negative experience.

Here's what caught my attention:

• Being late to respond to a customer request is a large problem among brands. Issues that arise should be spotted as soon as possible and preemptively fixed before turning the situation into a long waiting period.

• Admit your mistakes and be transparent. It's better to be honest rather than letting the customer down.

• Provide help without adding on fees. Additional cost is a deal breaker, especially if this is a problem with your business.

Selected by Jan Gordon for Curatti covering Curation, Social Business and Beyond

Image: Courtesy of 123rf

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Read full article here: http://ow.ly/BOED3032VfW

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This is a fantastic insight into the use of social media in customer service. Here you will see the reaction of 14 different brands to tweets sent by 4 individuals in a systematic way of testing their ability to win the social customer service race!

Such an interesting read!

I thought this study was so devastatingly important I posted Atlanticbt.com's first guest blog post: http://www.atlanticbt.com/blog/social-service-how-social-media-is-changing-customer-service/ .

The study is fascinating and devastating because it speaks to how poorly aligned even major brands are to social media marketing. Customers are having conversations to no response. 

"No response" is doubly devastating because it says, "We aren't listening and we don't care." Relationships aren't accidents they are decisions. Make the right decision and make sure your company, brand or product listens more than you talk on social media. 

Um excelente artigo que demonstra que na maioria dos casos, as expetativas de resposta de uma marca nas redes sociais a pedidos de apoio técnico é ainda muito reduzida. Muito trabalho tem ainda de ser feito..