Social Butterfly Network at socialBnetwork @gmail.com!
Posted on another Blog by Harry Rollason, Useful Social Media
In today?s competitive landscape customer service is more important than ever ? and a company?s reputation for satisfying their customers has
never been so vulnerable. It takes three times as much internal resources to acquire a new customer as it does to retain one ? so customer retention
is the new acquisition.
The voice of the consumer has never been more powerful, or influential, and has potential to spread virally in an instant. Reacting quickly can
often quell negative comments and amplify positive ones ? the term ?theatre of public opinions? has never been so applicable.
? In the US, the average person spends a ? of their on line time on social media sites.
? 79 out of the top 100 Fortune 500 companies use social media for than just marketing
With the growth of social media your company is in the consumer spot light constantly ? platforms such as Twitter, Facebook, Blogs, LinkedIn and
Google+ have leveled the playing field enabling businesses of all sizes to interact directly with customers like never before. More importantly, it
gives your customers the ideal platform to voice their opinions and seek resolutions to their queries. And your peers realize the importance
of social media for customer service, with 75% of US Companies planning on using social media as a touch point for customer service in 2012.
So if it is an important arm of your social policy ? why is there still plenty to do?
? Over 58% of tweeters who have tweeted about a bad experience have never received a response from the offending company
? 55% of consumers expect a response the same day to an online complaint ? where by only 29% receive one
? 43% of consumers say that companies should use social media to solve customers? problems
Gone are the days when ?corporate social media? was all about marketing through Twitter and Facebook. It?s out about being responsive not
reactive, contactable not aloof and authentic not robotic. But mostly it is about solving customer?s issues in real time through social channels
showing your dedication and transparency. If you?re going to get ahead in 2012, you need to think about how to integrate social media across your
customer service function. And, as per usual, you need a well thought-out strategy to get ahead in the game. Everyone knows that good customer
service leads to positive sentiment about your company.
Contact Social Butterfly Network for a Specialized Customer?Service Social Media and Technology Bundle of your business.??????????????????????????????????? Contact us at socialBnetwork@gmail.com or??www.socialBnetwork.WordPress.com
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