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/
“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/
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/
As the saying goes, “For every customer who bothers to complain, 20 other customers remain silent.” Unless the experience is really bad, customers usually don’t bother to share feedback about an experience that didn’t meet their expectations. Instead, they decide never to do business with the service provider again. That’s a high price to pay for lost feedback.
The lost customer is not the only casualty. Studies have shown that each dissatisfied customer typically shares the unsatisfactory experience with 8 to 10 (sometimes even 20) others. With the growing use of social media, it’s not uncommon for negative feedback to go viral and hurt the credibility of a brand.
https://www.optimonk.com/blog/15-ways-e-commerce-websites-get-customer-feedback/#.Ww6WLEiFPIU/
According to a survey by Statista, nearly 2.62 billion people have active social media accounts worldwide today. The high tech industry has long understood that targeted ads and social media campaigns are powerful tools for driving brand awareness and sales. However, despite the fact that social media drives more traffic to a website than organic search, conversion rates are still extremely low. In fact, according to AdWeek, social media traffic has an average conversion rate of 0.71 percent, with organic search converting at 1.95 percent and email at 3.19 percent.
Some high tech companies are very successful in creating communities and developing a strong following on their social media accounts and this is definitely the first step to increasing conversion. But how do you use these communities to build customer loyalty, provide a better customer experience and increase sales conversion rates?
https://www.itproportal.com/features/3-ways-technology-brands-can-leverage-live-engagement-on-social-media/
Consumers want to shop for an automobile in the same way they shop for other items online. Online advertisements encourage consumers to make purchases even before they are certain of what they want to buy. The use of artificial intelligence to bring customers to your dealership is the modern way of advertising. The use of social media and other online techniques as a means to collect data about what consumers are looking for and interested in is an excellent way for car dealers to discover what it is their customers are interested in, particularly when they are looking to purchase a new car. This way, the car dealer can entice their customers with the newest cars on the lot by offering them discounts and bonus packages if they purchase a car right now.
https://www.cbtnews.com/best-ways-to-re-engage-with-lost-customers-using-modern-methods/
Social media channels such as Facebook, Twitter and Instagram have had a dramatic impact on the current business environment. Brands no longer have the luxury of controlling what they want potential customers to see or read about them as social media has empowered consumers to generate content which could affect the public perception of a brand, it has also given these consumers access to a global audience. This has facilitated a power shift from businesses to the consumer.
Social media has amplified the voice of the customers who can now share their pleasure or displeasure with millions of people all over the world. Although the power tilt is mostly in the favour of the customers, businesses can still capitalize on social media to improve their brand image & trustworthiness, engage with customers, support them and access valuable feedback. In this post, I will share 5 ways businesses can ensure their brands always project a positive image on social media.
http://customerthink.com/5-ways-to-ensure-a-positive-brand-perception-on-social-media/
In today’s fast-paced world, a person’s opinion about a product, service or individual is unpredictable and changing constantly, yet companies can use this unpredictability for their own benefit.
Sentiment analysis is an extremely useful tool to monitor the public opinion of certain topics across social media, like stock market trends or political campaign announcements. By analyzing text—such as posts and reviews uploaded by users on different platforms—sentiment analysis helps businesses understand the social sentiment of a brand, product or service.
https://www.adweek.com/digital/how-unpredictability-can-work-with-us-exploring-sentiment-analysis-tools/
For customers, conversations with brands are never more than a click away. Social media is opening up more direct channels for communication between brands and consumers than ever before. And savvy brands know to use platforms like Facebook and Instagram as stronger touchpoints to engage consumers. You might have seen this play out with airline brand representatives alleviating concerns with disgruntled flyers online in real-time, or famous fast food brands exchanging cheeky tweets with critics. While social media is a powerful communication tool, it doesn’t replace a Voice of the Customer (VoC) solution when it comes to gaining actionable customer feedback. Without a solid VoC strategy in place, social media can easily become a place where your brand’s dirty laundry is aired via public conversations, rather than a real driver of positive change.
Here’s how you can use a strong VoC strategy to work in tandem with social to better understand how customers feel about your brand:
https://www.targetmarketingmag.com/article/social-media-cant-be-only-voc-strategy/
In the age of social media, customers not only expect a meaningful two-way conversation but also insist that brands act on what they have to say.
At the same time, customers have become more demanding while their expectations continue to increase. In fact, almost two-thirds of the respondents’ expectations have risen compared to a year ago.
It all comes down to better customer service. Almost all respondents cited the quality of customer service as a determinant of their choice and loyalty to a brand, while 61% walked away from a brand due to poor customer service.
http://www.bizcommunity.com/Article/196/33/181466.html/
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