Today’s marketing world moves pretty fast, and sometimes even the most seasoned expert has trouble keeping up with consumer demands. After all, according to Edison Research, “42 percent of customers complaining on social media expect a 60 minute response time.” But what if you could make the snappy stuff work for you? Here’s how:
- Socialize. We know, we know. You’ve heard this a thousand times, but we’re going to say it again: get on social media. You don’t have to friend your 90-year-old grandmother or like every photo of your brother’s girlfriend’s sister’s new baby. In fact, for the sake of your sanity, we recommend not doing either of those things. Instead, use it to monitor customer feedback, quickly remedy any issues, and see what your potential customers are talking about and what they’re interested in.
- Tap those phones. Well – don’t actually tap your phones. But you know how when you call a business help line, you’re often notified that the call may be “monitored or recorded?” That’s because the business is attempting to better your next experience. As well as tracking their online habits and monitoring their social media activity, listen to your customers and use their discussions with your customer service associates to improve future interactions.
- Come prepared. Establish some company protocol so that everyone is on the same page and knows what to do should a problem arise. That’s not to say that every response to a customer query should feel like it’s cranked out of a machine – it’s good to have variety and personality. But it’s best to have a formula so you can respond to issues as quickly and consistently as possible.
Or, you know, catch your breath and let us handle it.