Tuesday, December 2nd, 2014
According to recent statistics, over 80% of companies are confident that they are providing a ‘superior customer service’ experience. The problem is that it turns out that only around 8% of customers agree with them!
A rather worrying state of affairs by any definition!
To put it another way, with 92% of customers not completely satisfied and approximately eight out of ten companies blissfully unaware of this, something needs to change.
As regards those businesses that are delivering superior customer service, there’s a very good chance that they are using social media to enhance their customers’ experience.
So why is social media potentially so important?
Consumers who believe they have been wronged by a company generally “shout it from the rooftops”. The modern, or in this case the digital equivalent of this is to take to social media to share their gripe with everybody and anybody who will listen which can either result in a PR disaster or surprisingly become a great opportunity, depending on how the complaint is actually dealt with by the company concerned.
Businesses that chose to monitor social media channels can show the whole world, or at least the portion of it that is seeing that company portrayed in a negative light, just how well they deal with the problems that inevitably occur from time to time and, more importantly, demonstrate how much they value their customers and their opinions.
Which in turn, has to be great news for consumers everywhere!
Give mplontact Sutton Coldfield/Birmingham a call on 0121 362 7001 (or use freephone 0800 018 6009) to get started today.