Great social customer care, delivering the customer experience people want in social media, can become your competitive advantage. It may even make your customers jump for joy.
Everybody Wants Great Social Customer Care
Think of yourself as a customer. When you buy something that doesn’t work or stops working, how does it feel? What do you do? Chances are you don’t want to call the 800 because that’s usually not a good experience. If you tweet them and they answer that would feel pretty good, wouldn’t it?
According to Bill Carmody writing in INC. last year, Customer Experience is Your Only Differentiator. You’re About To Be Rewarded or Punished. Now that your customers are increasingly mobile and social you can’t trap them in an interactive voice response (IVR) unit and force them to listen to bad hold music as the recording repeats every two minutes until they hang up, that, “We are experiencing an unusually high call volume. Your call is important to us and we will be with you shortly.” If the call was important you would answer. On social media, you have to.
Great Social Customer Care Makes a Difference
Because your customers are always connected, you need to be thinking about how to connect with them 100% of the time. They check reviews and prices before they buy. They review, comment and share constantly. They have figured out they can get your attention in social media and they expect you to address issues quickly, especially when they have an audience.
On Twitter and Facebook, customer complaints show up on your feed, their feed and every follower and friend’s feed too. This is not ideal You don’t want all those people thinking you don’t care about your customers.
Make great social customer care work for them and you. Meet your customers where they are. Listen and treat them like they matter. Solve problems. Answer questions. Turn customer service into customer care. Great social customer care will become your competitive advantage and your customers will share the good news for you.