Customer Service: Is It a Service of the Past?
What Does Inconsistent Customer Service Cost a Company in the Age of Social Media?
Day 4 – Part 7 - Social Media Changed the Customer-Service Equation
Customers have always talked.
Technology simply gave those conversations a microphone.
A customer with a negative experience can now reach an audience that would have been unimaginable during the era when complaints were primarily handled through telephone calls and comment cards.
But businesses should not respond to this reality by fearing customers.
They should respond by strengthening service.
The lesson should not be:
“Be careful because customers can post about us.”
It should be:
“Let's provide the kind of service we would be comfortable having thousands of people hear about.”
That is a very different organizational mindset.
Leaders ask Yourself and provide your Thoughts as it pertains to your organization.
Would you be comfortable if one of your everyday customer interactions were recorded, posted online, and viewed by thousands of potential customers?
Is your customer-service strategy designed for a world in which one customer's experience can become part of your public reputation within minutes?
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