What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.
But then they decided to keep this strategy a secret, only to be shared by the worthy ones. They’d only tell 1 in 4 employees. 1 in 2 managers and none of the other four executive team members who didn’t participate in the off-site.
With whom and how do you socialize customer insights?
You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer personas to better understand who they are, what problems they are trying to solve, and what jobs they need to get done. You’ve mapped their journeys to understand their experience today and their expectations for a better experience tomorrow.
Social media has become the go-to channel for customers and brands to communicate with one another. The conversation can involve anything from questions to complaints to shout-outs, but whatever the context, brands must be ready to respond with stellar customer service. Below are 11 methods for providing customer service through social.
Creating the perfect customer experience is not an easy task - especially in the beginning, when you don’t have even a clue from which point of the Customer Life Cycle to begin. Additional difficulty in the first days is the lack of support from your colleagues and managers. Learn how to overcome their natural resistance and win their support and arm yourself with a concrete business case for the NPS (Net Promoter Score) along the customer journey.