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Social CRM: An Idea Whose Time has Come?
Lithium’s Customer Heroes

11 Responses

  1. Roy, thanks for sharing some great statistics on social media! As you stated so well, companies need to use social media as another effective channel of communication for solving customer issues, as well as reinforcing compliments. The technical tools to find social media postings about any service and product are available. Businesses need to respond quickly (within an hour or two) and employ staff who will make the customer feel appreciated, welcomed and important. Social media is just one more way of communicating and companies need to join the band wagon! Richard Shapiro, The Center For Client Retention @richardrshapiro

  2. The game has changed indeed. Not only for large corps but for little places such as ours. Social media is the great equalizer. Social media allows building a business much more enjoyable than at any other time in history. The under 30 crowd will go no where else to find their wares so one must be where they are because soon enough they will rule the world. Yes social media can be a double edged sword so care must be used.
    We had a complaint recently that spread to others and jobs were being canceled by that afternoon. It was frightening how fast word spread. We called on the canceled jobs and apologized via voicemail immediatly. We strategized and waited til morning to call on the original complaint as we thought cooler heads would be more constructive. Sure enough we were right and by the next day all was well and our customer was not nearly as upset. We were able to respond quickly to the complaint and without social media that complaint would of lasted forever in our customers mind and all of his or her contacts also. And as an extra reward the customers who had canceled earlier in the week called back a few days later and allowed us to assist them too. None of this would of been possible without social media.
    Yes social media forces you to be razor sharp in your dealings with customers. Helping you build a business faster, easier and much more enjoyable that ever before in the history of mankind. What a wonderful time to be in business to be alive as a whole new way of doing EVERYTHING is amongst us….

  3. Such an eye-opening article. No doubt companies are using social media to reach out to their market. But with the stastistics shown here, they are not utlizing it to the fullest when addressing customer concerns. Of course clients want immediate response. With social media, the response time can be cut down.

    But in fairness to the companies, certain customer complaints are better handled outside the social media networks – especially those that can be damaging for their business. Regardless, quick response must be given.

  4. Pingback : Customer Service: Lead Player in Customer Experience | TCS Insights

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