Saturday, April 7, 2012

The Power of Social Media

With the proliferation of various social medias available SERVICE ORIENTED businesses should be more aggressive in making sure that their customers always have WOW moments everytime they visit.  Like a double edged sword whatever experience a customer has will either make or break a company.  

Unlike before when customer feedback are spread by word of mouth, with social networks as Facebook and Twitter, it will only take one click of a button and all listed friends will be able to know whether an establishment is recommendable or not.  Regardless of a customer care facility in place---the social networking sites are the preferred medium for feedback.  It is FAST and will not take a whole lot of red tape to be over and done with.  

As if in an urban combat situation you won't know who the enemies are until you're already being shot at.  For a complaining customer, there are no rules.  The important thing is for them to express their side of the story.  Remember the movie Black Hawk Down when the helicopter got hit by an RPG (rocket propelled grenade)? That's the same hit that a service company is going to get when a bad experience gets posted in a social networking site.  Depending on the gravity of the complaint it can go viral in the blink of an eye!

The challenge to service oriented companies is to be consistent in terms of providing excellent customer service in all potential moments of truth by the customer---prevention is still the best cure---and vigilant in expeditiously  managing complains as they happen.  Remember, managing complaints are also moments of truth.

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