The rise of social media has changed customer service beyond recognition.
In today’s competitive landscape, customer service is more important than ever. A company’s reputation for satisfying their customers has never been so valuable.
It’s worth pointing out that it takes three times as much internal resources to acquire a new customer as it does to retain one. In these lean times it puts an awful lot of pressure on companies to ensure retention rates are as high as possible. And good customer service is a great tool to do this.
But are companies getting it? Does it look like big corporates are responding to this change in the landscape?
The short answer is no:
To be fair, things are changing. By the end of the year, 75% of US-based companies expect to use social media for customer service. It’s a reaction to the changing game. Gone are the days when social media was all about marketing through Twitter and Facebook. It’s now an integral tool to ensure you are responsive not reactive, contactable not aloof and authentic not robotic. And increasingly, it’s about solving customer’s issues in real time through social channels, showing your dedication and transparency to your customers.
Article by Harry Rollason @ www.usefulsocialmedia.com