Let’s face it: you need honest and insightful customer feedback to keep innovating. Your customers have a unique point of view with your products and services. They have the exact information you need to make iterations, improve, and evolve. Most importantly, they know what works and what doesn’t. You need to be collecting — and using — customer feedback. Here’s how to do just that.
Chances are you’ve heard the term customer experience but did you know it doesn’t just refer to customer service? There are a million different levels to customer experience and we’ll be breaking many of them down in today’s blog, so you’ll want to read on. A recent Walker study found that customer experience will overtake price and product as the key brand differentiator by the end of next year. That’s just one of the many reasons you need to focus on customer experience in 2020. Intrigued? Read on for everything you need to know about customer experience in 2020.
In the world of customer service, angry customers are inevitable. As companies develop social media customer service plans the need for making sure their employees know how to de-escalate angry customers over social is vital. Communicating through written words is a whole different ball game from speaking to someone over the phone. The anonymity that comes with communication over the internet can also cause some to take their frustrations out on the person behind the screen. You can help your customer service team navigate these sticky situations with angry customers by providing them with specific techniques. Read on for our guide to de-escalating angry customers over social.
More and more people are turning to social media to address customer service needs, but not everyone knows how to be a good customer on social. As someone with experience in social media customer service, I’ve serviced a variety of different concerns and people. While some are grateful for quick responses, the truth is the blanket of anonymity that social lends to users can lead customers to go no holds barred when interacting with customer service representatives online. While they can cause big headaches, customers who use social media as an outlet to lash out on a brand don’t always get what they want. Here’s why learning how to be a good customer on social can lead to a positive customer service experience.
Meet your new power team: social media managers and customer service representatives! This team of experts can drastically change how your company handles customer care on the highest level. Did you know 70% of Americans prefer going on social media for help instead of making a direct phone call? No more waiting on hold listening to elevator music. Along with rising social media usage, more companies are beginning to take action. In fact, so much so, budgets for social media managers are growing to meet the demand. Clearly, your power team of social media and customer service is then able to respond to the good, the bad and the very, very loud complaints.