Have you ever heard that someone was unhappy about your service but you didn’t hear it from them? That’s because people are more likely to walk away vowing not to repeat the behavior than to seek a fix. But that doesn’t stop them from grousing about it to whoever will listen. Do I hear an “Amen!”?
Enter blogging, Twitter and Facebook and all the other ways that people can share their stories with dozens, hundred or even thousands. The realization of this is likely to send chills down most small business owners’ spines. But, this also presents a big customer service and support opportunity.
Remember those unhappy customers that don’t say anything to you? If you monitor the Internet for mentions of your company’s name, product names, nicknames, etc., you can tap into what people are saying about you. This then presents a new opportunity to reach out when there are problems and offer resolutions.
This was done by Comcast on a national scale when they manned a Twitter account named, ComcastCares, and from it started replying to people unhappy with their service. They offered to contact service staff on the customers’ behalf, do a little triage over Twitter and advise about outages and such. It created another layer of customer service and showed a company who wanted to be responsive and not simply ignore complaints.
More recently and locally, this played out in the following dialog between a new WWU student who had just gone through registering for her classes for the first time.
WWU staff let Madi know they were listening and included an alert to the staff at WWU Advising in their reply so they could help if needed.
Madi is apparently a smart gal and put everyone at ease with her reply.
The above is a great example of how social media channels, in this case Twitter, can be monitored for opportunities to engage your customers and to help improve their experience with your products and services.
In reality, even though their age group are heavy users of social media, only a small portion of students at WWU are using Twitter. But, as we see above, it is very worthwhile for WWU to be monitoring and offering assistance via Twitter.
But your company may not be able to afford to have staff monitoring the Interwebs like WWU does. It’s for companies like yours that Whatcom Marketing is equipped to monitor and professionally respond on your behalf while keeping you informed of what is being said online. Use the form above or call us to learn more about how we can help protect your reputation and improve your customers’ experience with your products and services.
What experiences with people complaining about (or praising) your company online have you encountered?