Times are changing, and it’s time for you and your business to adapt. There was a time when customer service wasn’t crucial because if a customer was upset, they didn’t have much reach to spread negative word-of-mouth about your business. Sure, they might have told a friend or two, but that wouldn’t crush your company. Nowadays, no matter who your customers are…with the internet, they can bring about dramatically positive or negative PR towards your company. And with the increasing use of smartphones, it’s even easier for consumers to share a negative (or positive) experience with thousands of listeners from anywhere in the world.
Here are some examples of some recent customer service blunders which gained much more attention than they would have a few years ago:
- Southwest Airlines vs. Kevin Smith
- United Airlines vs. Dave Carroll
The internet is growing at breakneck speeds, but it feels like it’s getting smaller…
Thanks to various online communities and social networks, the internet has broken down into smaller communities. This has taken away from the anonymity that existed several years ago, and it encourages individuals and businesses alike to develop and present their brand positively online. This can exist in the form of monitoring Twitter and other networks for mentions of your brand, writing a blog and teaching your customers something new, or even contributing to other websites and getting to know others within your industry.
Do you actually care that your customers are happy? Then show them!
The companies that are getting the most out of using social media are the ones who are genuinely interested in building relationships with their customers and others in the community. There isn’t any immediate return on investment that comes out of answering a random person’s question online, or recommending a useful service you’ve found. But who will that person consider when they need help with something you happen to offer. You guessed it, YOU! Can you think of anyone who has taught you something, and how grateful you were for their help?
Regardless of the method you choose, it is important for you to represent your brand online. And if you can interact with your customers, build relationships, and actually CARE about them you will be way ahead of your competition. In a world dominated with poor customer service, long wait times, and rude employees, customers who are active internet users are happy to blog/tweet/spread the word about a positive experience.
Are you working to provide positive experiences for your customers? Do you strive to go above and beyond what’s required to make a customer ecstatic…not just “satisfied?”