In a recent article in Inc. titled 30 Tips for using Social Media in Your Business, there were seven that were directly related to customer satisfaction processes and techniques.

1. See what people are saying about you: #12 in the article. This good advice comes under the heading of ‘listen’ to customers. What are they saying about you, your company, your brand(s), your products, your service or the way you communicate with them on social media? Monitor the sentiment frequently so you don’t miss anything.

2. Make Amends with dissatisfied customers: #13 in the article. Fixing customer problems can sometimes be done directly on social media or may need to be taken off line. Ignoring comments from dissatisfied customers on social media, complaint sites or sidewiki, is a potential customer relations disaster, and could damage brand image, impact customer satisfaction and reduce sales.

3. Don’t go on the defensive: #14 in the article. Be careful if you do get dissatisfied comments on the web, not to be defensive. Listen, listen, listen, and try to be empathic with what the customer is saying. Take a deep breadth.  Acknowledge the sentiment that led to the dissatisfaction.  Do some research. Determine why this is happening. Did you intend for it to be this way? Let customers know you heard them and are taking action, on the specific situation and, if appropriate on the root cause. Speak to them in their language.

4. Let customers help each other out: #20 in the article. This is an interesting approach covered where users help out each other. I wrote a post about Quicken Quickbooks that highlighted customer help each other out reducing the effort needed by the customer service organization. This needs moderating though to ensure all issues are being addressed. Two interesting sites mentioned in the article, are Get Satisfaction and Fixya that offer dedicated spaces for customer service forums.

5. Let customers contribute: #22 in the article. The example used here was an organization that promoted and collected video testimonials from customers. This is an excellent technique to gather references and have them publicly displayed with customers.

6. Help others promote you: #23 in the article. This was an interesting concept about allowing avid users or influencers to blog for you on your site. This is reference selling on steroids.

7. Find influential people in your industry: #27 in the article. If you don’t know who your key influencers are in the marketplace, using social media tools and services can help you find them. Who has a large number of  followers?. Who is retweeted? Who gets quoted in the press? Find them and develop relationships with them.

Read the full  Inc article  on line here.

Quickbooks is a registered trademark of Intuit Inc


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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