When you’re thinking about your customer touchpoints, are you considering other ways customers may try to communicate with you or about you? Are your company or products mentioned on social media by customers having problems? While you may have the greatest customer support process in the world, it’s only good if people are actually using it to let you know about problems. Even if you’re not doing any other type of social media outreach, at the very least, monitoring for mentions of your company and products can go a long way for improving your online reputation.
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customer experience management
Stop Negative Public Relations Before It Happens
Heard the latest example of a company receiving negative public relations via the web and social media? Alaska Airlines apparently gave a paying customer’s ticket away to someone on standby because that customer had to run to the bathroom to change her baby’s diaper. That customer service error led fully fledged public relations debacle: Alaska Airlines Hates Families After reaching a dead-end with the company, the couple turned to the Internet to air their complaints (which seem reasonable). All this negative PR could have been easily stopped before it happened, without any fancy technology or marketing — provide good customer service.
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Social Media Must Align with Customer Service for Success
You may be doing a great job with social media for your company — creating great content, having conversations and really engaging with your customers. But, if your customer service doesn’t align with the expectations set by your social media interactions, your success will only be short term. Eventually customers will experience your customer service and if it doesn’t align with expectations built by social media, all your hard work will be for naught.
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