In my last post, I discussed how social media affects buying habits and customer loyalty. In this edition, we will detail best practices for social media concerning interactions with your customers.
Social media provides a unique opportunity to gain insight into and influence public opinion in a changing climate. Your current and prospective customers are likely talking about your products and services and those of your competitors on social media.
Gaining Insight & Knowledge…
Companies are realizing social media provides an opportunity to develop a competitive differentiator as social media provides insight into your customers’ and prospects’ perception of your company’s products and services. You get the opportunity to listen into unfiltered opinions that are better than any focus group can provide. This is due to the broader sample and insight from customers you want to influence at the time you want to influence them.
This gives you a great insight to identify symptoms of dissatisfaction or poor performance. Then you can perform root cause analysis to improve product offerings and services, product bundling improvement or improve internal processes. Use social network mentions as an opportunity to mine an insight to your customer’s mindset.
Social media can be a rich source of knowledge for troubleshooting your own products and services and for generating new ideas. Scrub this knowledge into trusted “single source” content before publishing it to your website and customer service organizations.
Companies are using their social networks to provide added services that have significantly improved their market share. One financial institution has developed an online community to give financial advice not only from its employees but from other community members. The excellence of this advice has become so noteworthy that it is credited as a key differentiator in the double digit market share growth the company has experienced since this initiative.
Social media also gives insight of the customer perception of your competitors too. This gives you opportunity to find competitive advantages for your products against your competition. It also provides an opportunity to identify weaknesses in your company’s offerings to better improve your competitive strategy.
Companies are also finding there’s a financial advantage to using social media and their customer contact strategy as well. Companies are using social as a way to reduce expense. They do this by providing proactive information (e.g., alerts to product or billing changes) or instructions (e.g., how do I begin using my new cell phone) that historically would have generated phone calls into the call center, the most expensive method of interaction, often by 20x.
How to Get Started…
What are the first changes a company should adopt? The first and strongest is to plan before you execute. While every company has a unique combination of value proposition and customer demographics, there are good, universal best practices to incorporate in your social media strategy. We’ve seen several companies either fail to address social media challenges to their brand or make a half-baked first step only to turn a small win opportunity into a PR failure. Protect your brand by not ignoring social media’s impact.
Keep in mind that social media mentions are a window into conversation that is not yours, but that you are allowed to eavesdrop into. Resist the temptation to engage to change perception or correct details. Social network members prioritize freedom of thought first. A strong response to a thread in a poorly received manner can deliver quite an undesired and negative reaction.
Pick the media that make sense for your business and prioritize your investments accordingly. If your intent is to market your products or answer frequently asked questions before they are asked, the focus on “one to many” media such as YouTube or portals may be a good first step, for example.
Consistent Customer Experience…
Make sure your organization has the policies, technology, knowledge, process, and people in place to provide high-speed, high-quality customer service that is required by social media before jumping in. This is a good best practice in all things customer interaction related, but particularly with the visibility of social media in its “one to many” dynamic.
AT&T Consulting suggests as a good first practice to develop your listening skills first. By doing so, you’re able to gain a sense of the tone of the conversation and gather those valuable insights of what customers are saying about you and your competitors in this most open of focus groups. Once you gain a sense of where opportunities lie, you can then consider when to engage.
Once you’re ready to engage, the speed and quality of customer service responses need to be much higher in social media than in traditional channels. A delay in satisfactory responses to mentions in social media can begin to create a mob mentality. This can create many other mentions piling on to a perceived issue that may have been fostering.
The most effective way to ensure consistent service that breeds the desirable customer experience and to minimize risk of negative reaction is to unify social network support with traditional contact centers. Unify social network support with traditional contact centers. A lack of this approach has created inconsistent and dissatisfying customer experiences and incomplete evaluation of the customer experience.
Brand-aware, customer-focused enterprises should be planning a unified approach to customer contact that includes social media. This allows contact center agents and online community managers to have a full view of traditional and social customer interactions, and customers don’t have to repeat information and recreate context as they go across social and traditional channels.
Ensure that you provide the right level of service across traditional and social channels—for example, a platinum customer should receive platinum service across traditional and social. Customer loyalty is as important as ever in social media as it is in individual interactions. Be sure your valued customer feels valued.
To merge the traditional and the social together effectively and efficiently, AT&T recommends developing a holistic plan for customer contact using experienced resources, such as AT&T Consulting. Holistic strategies for customer contact should include social media to maximize opportunity while minimizing risk.
In upcoming posts, I’ll detail how to get started with incorporating these best practices into your customer contact strategy.