Only quality service will inspire customers to share their experiences on social media, and businesses need to be prepared to deliver outstanding interactions.
Social media has helped companies expand their marketing reach. Businesses are able to tap into new audiences and generate excitement for new products or services. The technology is also increasing the importance of customer service.
Consumers are very willing to follow a brand or company on social media sites, as this provides them with opportunities to get special discounts. The process also allows them to share positive and negative experiences in customer service, which prompted Socialmouths to claim that customer service was the new marketing.
Only quality service will inspire customers to share their experiences on social media, and businesses need to be prepared to deliver outstanding interactions. Call center incentive programs are an essential tool when it comes to meeting customer expectations. These initiatives build a corporate culture that engages workers and helps them understand the impact their roles have on the success of their organizations.
The cost of bad customer service
Without the ability to create positive experiences, companies could stand to lose a lot. The source notes that 86 percent of consumers will stop doing business with firms because of a bad experience, and more than half (51 percent) will give an organization just one chance to get it right. Incentive programs can be used to train employees by promoting examples of outstanding service. Recognizing when someone has gone out of his or her way to make a customer happy sets a clear example and engages staff members.
An engaged and friendly staff is essential to improving customer service. Seventy-three percent of consumers noted that staff competence was the most important aspect of their interactions with businesses. When companies get it right, the benefits can be significant. Forbes notes that Virgin Airlines has only been operating in the U.S. since 2007, but it has quickly risen to the top of the annual airline quality report. The industry survey reviews timely arrivals, baggage handling and customer service for major airlines and Virgin Airlines is a leader in a number of categories.
Businesses that place a high level of importance on customer service can build reputations for their willingness to help clients. By focusing on improving performance, organizations can build long-term relationships that generate a significant amount of repeat business. Employee reward programs can help keep staff members motivated to exceed customer expectations. With reputations as honest and reliable firms, companies can capture more potential leads and reach a larger audience.