How to Win Friends and Influence Followers

By: The Clarabridge Team

August 23, 2017

Tags:
Clarabridge Engage
Customer Experience
Social Media
Social Customer Service
Social Media Engagement
Social Media Management

A good social customer service strategy improves the organization’s ability to provide enhanced customer experiences. It’s easy to make quick context shifts to try and make up for one off dissatisfying customer experiences, but fail to have a solid plan in place that will put them in a position to provide social customer service that is sure to win friends and influence followers.

If you’re not sure whether or not you’re on your game, here are a few indicators to get you started:

Does the benefit of a social customer service program outweigh the risks for your organization?

Weigh the expected benefits of implementing a social customer care program against the risks. For instance, some businesses are hesitant to take customer care to social media but risk inadvertently ignoring customers that reach out on social media for help. This could possibly sway the decisions that potential customers have about you as well.

Where are your customers?

Whether you like it or not, you’re not in charge of where, when and how customers get help or information about your product or service. You have to be where they are, and if they’re on social media asking for help, or on the brink of deciding between you and a competitor, you need to be a part of that conversation.

Who are your customers?

When you know where your customers are, you also have the advantage of knowing the demographics of your customers. With these insights, you’ll be able to understand issues before they result in customers deciding against your company. You’ll also be able to uncover cross and upsell opportunities for your businesses.

Now that you have insights, what are you going to do with them?

These insights should be the backbone of your social customer service game plan! Take your social media and engagement strategy to the next level by using just the right insights to further understand what your followers want, and how you can deliver that experience to them.

Want a more detailed overview of how your game plan should look? Download our eBook Game On! How to Improve Customer Experience with Social Customer Service now!