The world has come a far way! A lot of it is thanks to the excessive growth of the term internet and technology. The internet might be able to survive without businesses using the platform to buy, sell, and market their products and services, but we can vouch for the fact that there aren’t many businesses today that could survive if the internet were to shut down today!
A study suggests that more than 95% Americans shop at least once a year online. With such staggering numbers luring companies to set up shop online, there isn’t much to understand about why it is necessary for you to set up a business that works online. But the bigger question, however, is, How to manage a business online? We’d say that there are multiple facets attached to it. Most importantly today is the power of Social Media.
https://thenextscoop.com/handle-unhappy-customers-on-social-media/
“Brands need to stop doing surveys to answer questions they already know,” advises Goodman in an interview with Telus International. Find out more about how top brands like Southwest, Zappos and Clorox, a CCMC client, are conducting formal surveys, listening to social media and using VOC to improve service.
https://www.customercaremc.com/article-three-ways-call-centers-can-tap-voice-customer-voc/
There was a time where a customer had to go into a store to complain. This then evolved into phoning customer services to resolve a query; then came the age of email – the only medium where, in most instances, the query is not time sensitive.
The explosion of social media has opened communication channels and customers expect the fastest response when contacting a brand on Facebook and Twitter.
On the whole, brands have accepted that once they open social channels it is imperative that they continue to monitor and engage with customers. Brands simply can’t afford to have hundreds of thousands of people viewing any negative review left by an unhappy customer.
http://www.thedrum.com/opinion/2017/11/20/are-brands-listening-customer-reviews/
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