In a Fickle World, Customer Service is Suffering (despite the ultimate tool being right here)
Social media is expanding marketing. It’s expanding outreach and branding. It’s reducing advertising spends and increasing advertising hiring. It’s doing so many wonderful things for business, but one thing that isn’t getting the benefits of social media as much as it should is customer service.
It’s there. It’s right in front of us, right under our noses, and yet so few companies are exploring it as a tool to improve the service they supply to former, current, and future customers. Marketing is easy. Customer service is not.
As GetSatisfaction points out, we’re in a down economy. As people stretch their dollars, they aren’t going to tolerate bad customer service as much as they used to. On top of that, they now have a venue through social media to broadcast their dissatisfaction beyond the negative word-of-mouth ways in the past. Bad customer service can go viral in today’s world.
This infographic breaks down what customers today expect, where businesses are missing the mark, and what they can do to make themselves lovable. Finally, it ends with a cautionary tale a la “A Christmas Carol” that tells businesses what can happen to them if they don’t change their ways. Click to enlarge.