An Update from the Trenches on How to Provide the Modern Customer Experience
A special webinar sponsored by GetSatisfaction.
Last week’s webinar included Nathan Roth from Koodo Mobile, Wendy Lea, CEO of GetSatisfaction, Frank Eliason, Director of Global Social Media of Citi. It was a blast to welcome back Wendy and Frank, who had been speakers at The Social Shake-Up in September.
Amazingly, as we learned from Nathan Roth, over half of customers today expect customer service over social channels. That’s great, when companies are ready for it, and when, more importantly, the social organization has optimized all processes to social so that they can provide a seamless customer experience.
In Roth’s industry, over 90% of his customers would switch if they experienced bad customer experience. That loss of business, it would suggest, coupled with customer expectation, would make a strong case in telecom (and in any industry) for the investment in social organization, and not just social marketing.
Community, of course, can be a huge help in achieving an efficient customer program. Data points to the fact that customers would actually prefer to solve their problems with other customers, whom they trust more than support reps, and well-managed communities with strong platform support can make the integration to other systems, like marketing automation, can also be critical to outbound marketing. Nothing sells better than another happy customer, and the panel agreed with the mantra that I first heard voiced by Chris Brogan, that “customer service is the new marketing.”
Here’s the link to the archive. Enjoy!
(customer experience / shutterstock)
In 2007, Robin Carey founded Social Media Today, LLC, one of the first companies to manage online B2B communities that connect large organizations with people they want to influence. A veteran of the big-book print media world that included Fortune, Newsweek and BusinessWeek, she had built her reputation on architecting powerful strategies that delivered to blue-chip corporate clients and ...
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