Would you know if your customers were being ignored?

Quick, show of hands, how many of you would be comfortable leaving your store unattended while you were out making deliveries? No one? Hmmm… interesting, because that’s pretty much the equivalent of what so many companies are doing right now.

A very interesting article gave the following real world example (I’ve seen this happen time and time again):

John [customer] is irritated because he dialed in to a customer support department and was put on hold for 30 minutes. No one ever answered his call. He goes to the brand’s Facebook page and leaves a comment expressing his anger. No response. He then tweets at the brand’s Twitter profile. No response. So he writes a blog post criticizing the heck out of the brand and shares it all over the social Web. Still no response.

This situation really resonated with me since it is one of the very dangerous scenarios we protect our clients from with Whatcom Marketing’s Social Media Management services. We monitor for online comments, both praise and criticisms, and respond to ensure the customers’ needs are recognized and depending on our clients’ instructions, handle the issue (“We are so sorry to hear of your experience. Your account has been refunded.”) or assure the customer that they’ve been heard and a response is forthcoming (“We are so sorry to hear of your experience. We’re going to have someone in charge contact you right away.”).

Are you leaving your store unattended and customers ignored? Locking them out isn’t an option. Call us today.

 

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