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Customer Service in the Era of the Customer

Customer Service in the Era of the Customer

We have entered the era where the customer is king and their preferred channels of service should gain greater focus. More than ever before, social media is proving to be a make it or break it platform for customer service success. On a regular basis, stories surface in the news about social media posts and complaints going viral, leaving the company to resolve, conduct damage control and pick up the pieces. Brands are needing to be more cognizant of their social media presence, what they are posting and how they are interacting with their customers.

Creating Brand Ambassadors

Creating Brand Ambassadors

In today’s digital world, keeping your customer base is as important as growing your customer base. Poor customer service is the cause of many consumers halting their loyalty with companies and turning to their competitors as their new customers.

Tweeting Service Success

Tweeting Service Success

Social media is becoming more engrained in the customer service process, as the available support channels grow. According to The Northridge Group Inc., Twitter, specifically is embracing its place as an irreplaceable customer service channel. Social Bakers stated that, “80 percent of social customer service interactions occur on Twitter.” With a stigma of immediate response and constant interaction, Twitter is a force today with customer service. A strong, consistent social media presence, when done correctly, can generate a successful following with loyal customers.