The first rule of customer service is “Customer is always Right” mainly for business that rely on consumers to provide direction and profit. Of course, in order to be right, customers have to be heard. Now, days there are so many social media platforms where customer can speak apart from the phone and emails of the buyer company. Buyer companies are using these platforms for marketing purpose and if they don’t respond to customer voice instantly, this leaves bad impression about the company. But the things are not limited to just conveying one messaging.
Once consumers figured out how loud their voices could be on the Internet, they were off and running. Now, customers who felt wronged had a platform where they could shout about their treatment – and be heard. Retailers these days are depending on good word of mouth and recommendations on social media.
In a recent survey report states that customers have the best experience, bad experience compared to 140% more people who may have to spend and they can live up to about six times by customers. In addition, customers with your friends and family to share your experiences, good and bad, compared to traditional marketing can affect them too much. The study also showed that 88% of consumers ‘ assessment of the quality of the local businesses to read online reviews and personal recommendations these recommendations as well as trust.
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To test the power of Word of mouth consumer a certain way these days to keep myself out of there. Crowdsourcing and crowdfunding to ask business social tools give a chance, ‘ How do you think we are? ‘And get answers in this approach a new consumer action class is where the power to make the customer is always right-as long as they put their money where their mouth is.
Businesses today know reputation and branding are tied to social media. Social media professionals are part of the marketing team to handle customer feedback in real time. The key is to listen, respond and adapt – make customers feel heard and keep the business intact.
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While customer feedback is important, not every request is reasonable. Some customers will make unreasonable demands or use social media to bully businesses. In those cases the business must stick to their policy and be professional and transparent. A balanced approach satisfies the customer without compromising the business.
Conclusion
In the digital age customer service is no longer a one way street. Businesses that listen, engage and adapt will win, those that ignore the customer will lose. The customer is always right – but only if the business takes the time to listen and respond well.
In the future companies will integrate social media and customer insight into their core strategy and make customer satisfaction a team effort across the business. A brand that hears its customers is a brand that lasts.
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