Your customers use social media and they aren’t afraid to use it. They use it when they’re happy and use it even more when they’re upset. Even businesses opting not to take part in social media are not immune to negative reviews posted by unhappy customers via review sites and social media networks.
The best social media strategy will do nothing to improve your sales and reputation unless it’s used to proactively enhance customer experience. Keep your customers happy by delivering great products, treating customers well, and by engaging them via the social media networks where the spend their screen time.
What do all customers have in common?
Remember, all customers are basically the same:
- They want good products that deliver on promises.
- They want products that solve their problems.
- They want products at fair prices.
- They have choices and vote with their dollars.
- They want to be treated respectfully.
- They will tell others when they are unhappy.
- They want to be heard—and especially hate to be ignored.
- They don’t want to be cheated.
A few key statistics about customers as indicated in the 2011 Customer Experience Impact Report:
- 86% will pay more to get a better customer experience.
- 89% will go to a competitor after a bad customer experience.
- 79% of consumers sharing poor experiences online had their complaints ignored.
- 50% of consumers will abandon a brand if responses to questions are not received with a week.
It costs much less to retain a customer than acquire a new one
Want repeat customers?
- Treat customers as you want to be treated.
- Use social media as a way to enhance customer experience and improve customer service.
- Listen to what customers are saying online and join the conversation. Use social media to gain first-hand knowledge about what they want, then deliver it.
- If customers are unhappy, don’t ignore complaints—make it right for them—quickly. If you cannot fix the problem right away, tell them what you can do for them and what they can expect.
- Acknowledge their comments (positive and negative) and give feedback.
- Customer feedback is a goldmine. Use it to improve your products and services.