A new study called The State of Social Customer Service 2012 was recently released by NM Incite, a joint venture between Nielsen and McKinsey & Company. It highlights the importance of organizations providing social media users with prompt customer service through the social media the customers prefer to use, mostly Facebook and Twitter.

American Express conducted a Global Study called the 2012 Global Customer Service Barometer. The Global Customer Service Barometer Study is conducted in 11 countries and explores public attitudes towards customer service. 10 key findings are reviewed along with the impact of consumers who use Social Media versus those who do not. .

Every company, government agency and not for profit organization needs to consider how it will respond to social media and complaints. Some mentions will be positive and some will be negative. Policies or instructions needs to be documented for the front line staff that will be responding to these postings. While this used to be the responsibility of the public relations departments in the past, social media, blogs, and complaint sites have made this task grow exponentially and with it the need to engage a broader group of employees as responders.

Watch an interesting interview of Kip Wetzel, Senior Director Social Media Servicing & Strategy, Comcast that talks about how Comcast is evolving its use of Social Media as customers evolve in their use of social media. Brian Solis, published author of ‘Engage’ and the ‘End of Business as Usual’ moderates the interview. Solis is globally recognized as one of the most prominent thought leaders and published authors in new media.

Every customer has an economic value. Customers provide repeat business and cash flow. They are your best prospects for additional product and services and they can provide you with positive references and referrals, which lowers the cost of acquiring new customers. So the loss of a customer is serious. Here are some techniques to get customers back.

Does the name Dave Carroll ring a bell with you? How about the song ‘United Breaks Guitars’? If you have been watching the development of social media, you are, no doubt aware of the situation Dave Carroll, a musician found himself in, with a broken guitar, damaged by United Airlines and a very stubborn airline that refused to budge on compensation. Dave Carroll, wrote a very catchy tune, posted it on Youtube and the song went viral, attracting the attention of CNN. When CNN phoned United Airlines, they had a different response than Dave Carroll was able to obtain on his own. Dave has decided to become a consumer advocate and with partners has created a new site called Gripevine for consumer complaints.

7 Techniques to Understand Your Customers

Thursday, April 5th, 2012

A prior blog post called Customer Satisfaction Tip: Understand Your Customer reviewed why it was important to understand your customer and what it really meant to understand. Three company examples were included, IBM, Cisco and Apple. This post covers seven techniques and best practices to understand your customers, theirs needs, wants, wishes, complaints, concerns, and the terminology they use.

One of the keys to customer satisfaction is to set expectations correctly and then meet those expectations. But customer expectations can be reset by your competition, raising the bar for your product or service offerings. KLM and Malaysia Airlines have added social seating programs, not found on US airlines.

Clickfox, a leader in a new breed of experience analytics, has published their 2nd Annual Tipping Point Survey describing what irks customers the most and compares it to their findings in 2010. This post provides some of the highlights. One conclusion from this study is that “Organizations relying only on traditional methods of measuring customer experience like satisfaction surveys, call center metrics and performance management will be left behind.”

How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

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