Posts Tagged ‘better customer service’

The Economic Collision of Customer Service and Social Media

customer-serviceThe customer has evolved from being King or Queen to being an Internet socially connected King or Queen.  No longer must he or she hang on for minutes to speak to your customer service department. Today, social media has expanded communication and has created a very loud and significant economic collision with customer service.

Sprout Social Index recently released some customer service research that suggests seven out of eight messages on social media are ignored within the first 72 hours.  Add this research to other research that suggests bad customer service costs US businesses $41 billion annually (New Voice Media) and one can almost hear this economic collision.

This past week I reached out to a local small business through a website that advertised handyman services.  I then received an automated message from this small business about being contacted by this firm’s office person and asking if there was anything else the firm could do.  First I was never contacted by the office person and second the email I sent has remained unanswered for well past 72 hours.

Additionally this study revealed that four out of 10 messages required an immediate response from the business.  Better customer service is a motivation for switching brands or businesses for 40% of customers as reported by Zendesk.

From all the data, social media is not only another marketing channel, it has become an economic customer service channel. Failure to recognize the importance of this evolution will cost small business sales leads as well as customer loyalty.

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Leanne Hoagland-Smith is THE People and Process Problem Solver. She supports forward thinking leaders in bridging the gaps between the two problems restricting strategic business growth – people and processes. Leanne can be reached at 219.508.2859 central time USA.  Follow her on Twitter or check out her profile on LinkedIn.

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