Ignoring complaints made by social media could cost you your company’s reputation – something we spend a lot of time here promoting and protecting for our clients.
In the 21st century, social media is the simplest way for consumers to share their product and service displeasures with the wider online community. And whether their comments are valid or not, how you deal with them impacts on the rest of the virtual worlds view of you.
We find many firms don’t realise the potential social media has with regards PR, both positively and negatively, and how this goes hand in hand with good customer service.
Social media is an invaluable customer engagement tool and an excellent means of securing meaningful feedback and vastly improving a company’s reputation.
Companies can have their reputations and, therefore, their bank balances ruined in a matter of minutes if they don’t respond to negative comments on Facebook, for example, swiftly and effectively.
Ignoring customer queries on social media in the hope that they will go away is a bad strategy and it is also deeply damaging to start an online slanging match.
Keeping your customers is all about building relationships with them, showing them that you’re interested in them and that you value their business.
Social media offers a great opportunity to do this and firms do need to embrace, and not shy away from it.
Loyal, delighted customers have the essential qualities for giving your business great profitability. They’re much less sensitive to price, spend more per head and are more receptive to cross selling.
Happy customers are a business’ greatest source of untapped profit.
Using good PR campaigns alongside customer service initiatives, that really show you care about your customers, will help you drive your business forward. Good channels of communication are key.