Maximize the Broadcast Effect for Happy Customers
With the rise of social media, any customer can broadcast his or her opinion. Here's to engage with customers to ensure it's a positive effect.
As a result, Itay Erez, of Samanage, says that customer service now requires different tools in 2013. They include:
1. A dedicated social media staff. Customers are giving feedback on Twitter and Facebook. Every small business needs to engage with them every day in real time.
2. A company YouTube channel. Erez says that this can be used effectively for how-to-videos or to answer frequent customer questions.
3. A company blog. This is another way to keep the customer engaged without just selling to them all the time.
Customers need to be able to interact and to give feedback to the company at every phase of the sale cycle by email, phone or social media. While this makes the process slightly more complicated, using these tools will create an ongoing relationship with customers and prospects so the company can be there when those people are ready to buy. Investments in customer service in 2013 will pay off more than ever before.
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