Customer satisfaction is undoubtedly one of the most important feats for any business. At the end of the day it could arguably be THE most important thing to the success of your business. After all, without your customers, you don’t even have a business. There are many platforms to keeping your customers happy, but when it comes to truly connecting with your customers one-on-one, social media can be one of the most effective customer service outlets for B2C businesses – if done correctly, of course.
From a customer’s perspective, social media has a connotation of being a direct, and quick way to get in touch with a business or even a major brand. If that business has a Facebook, Twitter or Google+, customers will rely on these platform as a way to reach out with questions, feedback or to connect with other followers. The trick to keeping your customers happy within the social media space are based on three main factors: timeliness, response, and transparency.
First, you have to respond in a timely manner. Majority of social users are expecting a business to follow up within 24 hours - if not sooner. That’s how social media works, after all. Business’s and social media coordinators have access to a variety of tools that will let them know when a notification comes through on one of their platforms. They’ve got a problem or concern and they want answers right then and there.
Social media doesn’t sleep. Here’s a great example of how a company, Precision Door Service of Delaware and Maryland uses the social space to converse and engage directly with customers.
Next, quality of response and total transparency. As social media can offer a huge opportunity for businesses to establish their brand presence among potential customers, there is always the chance of an unhappy customer taking to your Facebook page to leave a negative comment or attempt to deter other potential customers away from doing business with you. Now, we know there are both sides to every story, and sometimes you don’t think the customer is in the right. Although, there’s a tall-tale saying. What is it you ask? Ah, yes. “The customer is always right!” Some businesses don’t abide by that golden rule, while others swear by it. Either way, a simply apology, along with a bit of kindness goes way further than you could ever imagine.
As hard as it may be – stay away from deleting or hiding negative comments and utilize them as a way to showcase your brand’s trust, transparency and commitment to customers. You may even win back your unhappy customer.
Customer satisfaction is the social space isn’t rocket science. It is pretty cut and dry, pretty simple practice, with a little twist and creativity. If you follow these rules, you’ll keep you customers happy, engaged and loyal.
All the best,
Carly Cunningham is a Social Media Coordinator at Stream Companies, a Philadelphia area advertising agency.