Social networks empower companies to manage their customer service in the cloud. In a competitive economic world, companies have to fight to be the best in their field. More often than not, it is the customer service that raises a company above the rest. For a company where the customers is usually right, customers know that they are the main priority. Incorporating social networking as a instrument used in the customer relationship management (CRM) program, brings excellent customer service to the forefront of best practices.
The first that comes to many people’s minds when discussing social media, is the personal side of developing relationships with friends and family. However, for businesses it is another way to bridge the customer world and the business world together. Web 2.0 technologies suggest new techniques for making customer satisfied, and streamline business approaches. Developing networks of patrons, current and potential, talking in real time, and showcasing products and services are just a few of the ways that social networking improves customer relations.
Some examples of social networks that companies are often using are Facebook, various blogs, Twitter, podcasts, and LinkedIn. Whereas they all have their own positives and negatives, as a whole the options are limitless. Here are a few ways to keep customers feeling valued by your company:
Shhhh! It’s a secret!
Offering customers deals and coupons posted on social networks, makes them feel like they are in on a secret. This special discount or deal encourages customers to continue to check in on your company. Each time a he/she pulls up your network, they may also be informed about additional products, and services that look useful. Use this as a ploy to keep customers coming back, and in the mean time, customers are happy because they are getting a deal.
What do you think about…?
Poll your customers, because you care about what they think. Ask them what they like/dislike about your products or services. Give them surveys to fill out through your blog or profile. They have a wealth of knowledge, considering they have direct experience with what you offer. When you ask them what they think, you are placing merit on their opinion. Making customers feel like you care about what they have to say. Therefore, bringing them into your circle, and making the a part of the process, which may encourage return business.
Listen Up!
Check out the blogs and microblogs to hear what people are saying about your business; these sites also give you the opportunity to respond. Let them know that your company is on a mission to make consumers happy. Offer unsatisfied customers a solution, and thank happy customers for the good advertising. Either way, the customer will most likely be thankful for the communication. One way to do this is track conversations on Twitter using keywords. Customers might be shocked to hear from the source themselves, but they also might be impressed.
Each social network has the potential to promote better customer relations. Today’s technology offers channels for businesses to provide service in an innovative way. There will always be a new social networking site that is currently popular and then a part of the past. However, if your company is constantly thinking of ways to stay current, then manipulating the trends to work for you can produce the edge you need to excel. The principles tend to be the same throughout, but the way you work the system is unique to your company. Incorporating social networking into your CRM program extends how customers and business can help each other.
