Recently, there has been a lot of chatter about the best way to reach your customers. Some claim the speed and instant gratification of Twitter and Facebook are the best way to handle PR and respond to clients. Others angrily shout true customer service can only be given with human contact.
While both have their pros and cons, you must use your best judgment on how to respond to customers. For example, social media is great way to promote upcoming sales, events, and generally keep your customers informed. But nothing can beat the calming, effective way of diffusing a problem one-on-one.
Or, consider combining the two for the best results. Shout good news from the mountain tops with Twitter teases and phone calls to your best customers. Or, if you are trying to turn a prospect, lead with your accomplishments on the call.
Lastly, you can test out what works best for your market. Offer a specific deal for FB and Twitter followers, then a separate one to only those customers who you speak with on the phone or in the office. Assign each one a specific code and track what gets the best results.
Whatever you do, do not to put all your eggs in one basket. There isn’t an exact science to the perfect customer service. People will respond to different campaigns and may turn to another business if you don’t offer options.
Let us know what you think?
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