Customer Service Then and Customer Experience Now

Along came social media, and suddenly customers could actually could do something about it. Customers could demand proper service and help. They could give feedback and suggestions directly to the company, and if the company didn’t listen, other customers and prospects would—and this feedback could influence their future purchasing decisions!
Social media support as a part of a brand's customer service is important. Today’s customers are well-informed, empowered and have higher expectations than ever. Not only do they expect their inquiries to be handled with speed and accuracy, but if they receive unsatisfactory service, they can (and will) share their bad experience in vivid detail in social forums like Facebook and Twitter.
- 53% of customers reaching out to a brand for service on Twitter expect a response within an hour.
- 32% expect a response within half an hour.
- 57% expect the same response time on nights & weekends as during business hours.
Just like the phone, social media is a customer service tool that companies can use to listen to customers to provide them with an overall better experience. While all kinds of technology have sprung up to manage the customer service processes, the human element can’t be ignored.
Social media allows brands to interact with customers in real-time to either solve their issues or to get them to someone who can help them. The ability for a company to quickly solve customer issues and proactively address customer concerns and ideas–leads to an improved customer experience and builds overall loyalty.
Categories
- Social Media Marketing Strategy (47)
- Go To Market Strategy (34)
- Omicle In the Media (34)
- Customer Experience Strategy | CX Strategy (57)
- Strategies to Build Brand Loyalty (35)
- Effective Digital Marketing Strategy (58)
- Impact of Business on the Economy (59)
- Brand Experience Strategy (50)
- Executive Personal Branding (37)
- Branding Strategies in Marketing (90)
- Blog Articles (166)
- Multi-Generational Marketing Strategy (11)
- Client Case Studies (18)
- Services Available by Omicle (8)
- Scaling Your Business (51)
- Marketing Operations Strategy (17)
- Holiday Marketing Strategies (2)
- Develop a Growth Mindset (35)
- Importance of Diversity and Inclusion | DEI (3)
- Scaling Your Business HUSTLE Stage (37)
- Scaling Your Business GROWTH Stage (44)
- Scaling Your Business TRANSFORM Stage (30)
- Guest Post (6)
- Hiring a Fractional CMO or Marketing Agency (12)
- Category Design (2)
- Exit Planning Strategy & Business Transitions (3)
- AI in Marketing (2)