You probably know by now that connecting with customers on a personal level through social media is beneficial to your bottom line, right? Though how exactly are you supposed to go about that?
Do you know where to start? It’s actually not that difficult, but I can understand how getting a good foothold in social media in regards to your customer service efforts can cause confusion in the beginning.
How to Start Getting Connected
Building a sort of “bridge” would be a good idea for your business, and in this case, that bridge would come in the form of a business blog. You might think, “I have a business, so why do I need a business blog?” – especially a blog devoted to customer service. It’s not that you NEED it, but it definitely helps to expand your online presence. Having a blog for people to reference, to learn about updates to your company, to gain insights into how you perceive, establish and work to maintain an intimate connection with your clients and prospects is highly beneficial with out forgeting It’s not just for the ’80s anymore.
While constructing a blog for your business, build a social media presence via Twitter, LinkedIn, Facebook, etc. at the same time. Commit the necessary resources to allow your staff to be online representatives for your company, and with anybody mentioning your business name in their posts, your employees will be able to find the posters and – depending on whether their experience with your company was good or bad – will be able to reply to the customer accordingly.
Finding the Customer Service/Customer Experience Balance
While many customer call center organizations are fully committed to multi-channel customer interactions, some are just coming up to speed, or else their business model and market don’t require as much social media alignment.
Here’s an interesting piece of information: American Express performed a study in 2012 that showed those who are involved in social media (meaning just about everybody online) are willing to pay a 21% premium when doing business with a company that’s giving them an exceptional customer experience.
Learn More About Social Media in the Customer Experience
I’ve outlined some critical additional steps to engaging with customers over social media channels and taking advantage of the unique customer experience that social channels allow. Check out the full details on driving more customer engagement by engaging with customers on social channels on my post on the Intradiem Blog.