When customers are having problems they want your company to help. When they can’t get help in person or by phone, they turn to their computers. Many reach out to social media sites like twitter to get a company’s attention.
Something you might not know about your customers is this: Their perception of you is damaged when you don’t respond to their tweets.
My coauthor, Lori Jo Vest and I were guests on Michigan Entrepreneur TV last week. During the interview, our host shared her customer experience after getting no response from a tweet. She was especially upset because she had taken the time to seek out the correct party’s twitter handle and use it in her tweet. (Today’s customers are savvy and know how to ferret out useful information.) She said, “I will never do business with that company again!” Are your customers saying that about you?
I’ve seen friends and colleagues share similar complaints. Here’s the bottom line.
When you don’t respond to a customer’s complaint on Twitter, they think:
The truth is – you might care a great deal about the customer, but by failing to respond, you damage the customer’s confidence in you. Don’t lose another customer. Put processes in place to monitor your business on twitter. Here’s one quick way to get started, so you don’t miss a tweet.
If you don’t have a clue of how to use social media, it may seem overwhelming to learn how to monitor and respond appropriately. One helpful tool is www.tweetbeep.com. This site will allow you to type in your keywords and it will do the monitoring for those words for you. Here are some of the keywords I type in:
My name: “Marilyn Suttle”
The title of my book: “Who’s Your Gladys?”
My company name: “Suttle Enterprises”
My coauthor: “Lori Jo Vest”
I also type in “Customer Service Training” so I can track what people are saying about that topic. The free service sends you an email every hour – if you want it that often – with the tweets that match your keywords. Even if your customers are more up-to-speed on social media than you are, this little tool can keep you from losing them as you put customer service into place in this arena.
Here’s something else you might not know about your customers that could make them happier, loyal and vocal advocates: Customers will love your company forever if you help them feel smart by experiencing success on twitter. When you respond to their tweets, here’s what happens:
What do you think? How can you use social media to enhance your company’s reputation with customers?
Posted by Marilyn Suttle on www.whosyourgladys.com
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