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How to Provide Great Customer Service Using Facebook

how to provide great customer service on facebook

Social media sites have become more than just platforms for marketing and advertising. They’re also important channels for soliciting and receiving customer service—all in the public eye. In fact, a recent study showed that nearly half of American consumers use social media to ask questions or to talk about their experiences (good and bad). What does this mean for you? How you treat your customers and what they have to say about you is increasingly visible. Mess this one up, and you stand to lose not only one disgruntled customer but a whole slew of prospects.

I’ve already talked about why your brand should be using social media for customer care a few weeks ago. If you’ve been following along here at Crackerjack Marketing, you already understand the importance of how your brand is represented in social.

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Why Your Brand Should Use Social Media for Customer Care

social media customer care

Social media is a viable avenue for providing service to your customers. As more and more consumers embrace social media for personal use, they are also reaching out to companies this way.

Some brands listen and respond better than others, and these are the brands that enjoy increased customer satisfaction and loyalty. In most industries, consumers have a good deal of choice when it comes choosing where to spend their money, so encouraging loyalty is an important goal. In fact, a 2015 study from Garnter revealed that customer service, not price point, is the most competitive factor in the purchase decision.

Customer service isn’t an either or proposition, so you don’t have to choose social media customer service over traditional methods. In fact, you shouldn’t choose one over the other at all. Social media isn’t “up and coming” in the customer service realm, consumers are already taking to their favorite social networks with complaints, suggestions, and compliments.

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How To Apologize To Your Customers

How To Apologize To Your Customers

There’s a right way and a wrong way to handle most things in life, and that includes crises of the technology hacking variety. Two recent hacking crises do an excellent job of illustrating how companies handle crises. One, involving Buffer, occurred in October 2013 and was handled quite well while another, involving Snapchat in January 2014, just wasn’t. One of the major differences between the crisis management demonstrated by these companies? The apology. Customers want to know that the companies they patronize care.

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Using Social Media for Customer Service

Using Social Media for Customer Service

Social media is a viable avenue for providing customer service to your customers. As more and more consumers embrace social media for personal use, they are also reaching out to companies this way. Some brands listen and respond better than others, and these are the brands that enjoy increased customer satisfaction and loyalty. In most industries, consumers have a good deal of choice when it comes choosing where to spend their money, so encouraging loyalty is an important goal.

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What’s Wrong With Your Customer Service?

What's Wrong With Your Customer Service?

Poor customer service is among the primary complaints customers have when dealing with
companies of all sizes. And it’s far from just an annoyance. Some customers will stop patronizing a company completely after a poor customer service experience. Wondering what’s most likely to go wrong? Here are 5 of the main things likely to go wrong with your customer service:

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