To get a response from a doctor’s office recently I had to succumb to social media. I went through the regular channels, called their offices, called their support line, sent emails, and finally after much frustration and time I received no return of any calls. Then who called me back were people who were inexperienced and attitude was below satisfactory and of course didn’t know how to handle the problem. I turned to the Internet and to a social media platform and directed the comment privately to the doctor. Within 10 minutes I received a satisfactory response and the office manager who let information pass through her responded to the pressures from her boss. Frustration sets in so what is a consumer to do? When frustration sets in it takes a lot more steps to make a customer happy again?
Does this sound like you experience with customer service? Is this what your customers are feeling?
Why in this day and age, does it take a comment to social media to get a response via traditional ways of getting support? However, I have seem social media play a great role in service recovery and positive commentary in a timely framework. It seems that timeliness is the key with social media and I’m glad to see more and more companies and organizations are paying attention to people’s remarks. good and bad and are responding appropriately. Does your social media interaction process responsive, are you paying attention to the comments made about your products and services? Are you engaging interactively with your community and influencers?
Social media is not only about inward and outward bound marketing, content, etc.. it is about interactive responses in a timely matter too. Use it as your two-way connection to your customer,to potential customers, to influencers, and even to competitors, so pay attention before you lose your market share.
How have you used your social media to engage and keep happy customers? Explained product functionality? Product Warranty? Service Recovery? Benefits? testimonials? Set up your platforms and social media strategies to address these initiatives to best serve your customers and ease up inbound communications too.
Passionate about Foodservice,