You get a notification that there’s a comment on the latest Facebook post for your business. It’s a customer offering a critical suggestion on how you can improve your service. What do you do? The answer is that the business responds to that customer with an open and public “reply” comment… just like the original. But, wouldn’t it be […]
What happens when increased awareness brings out an increase in customer complaints? That’s precisely what happened to our client when we began to raise their brand awareness. The increase in exposure resulted in some negative reviews. We worked together with the client to focus on solving these customer service issues with a robust social care strategy. What […]
Let’s be clear up front. When it comes to responding to customers or members on social media, especially difficult ones, you should reply if at all possible. Right now, too many businesses are not responding at all. Or are answering too late, missing the window of opportunity to engage with their customers. Leading retail brands reply […]
Customer service directly impacts your bottom line. Great customer service retains clients and attracts new business. In contrast, bad customer service creates a loss of reputation, sales and revenue.
Customers want help quickly and easily through their preferred communication channel.
Do you ever feel there is simply not enough time in the day to resolve every customer issue and still meet high expectations?