Social media has completely changed how customer service operates, because now there’s no excuse for failing to be available to customers.
Author and marketing coach Terry Brock explains that a company successfully uses social media when it embraces its two-way nature.
That is, too many companies view social media as a means to blast out messaging, and, as Brock points out, they’re missing the opportunity to tune in to their clients. Would you rather hear clients complain or never hear those complaints at all?
Moreover, as Brock also notes, the public nature of today’s social media platforms means that when a company directly addresses complaints there, other people will see it happening. The person a company helps isn’t the only audience.
The flip side is also true: When a company doesn’t directly address complaints on social media, other people will see that happening.
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Terry Brock gives real-world, practical tips on how to generate revenue and increase productivity. He works with businesses from sole proprietors to Fortune 10 companies, teaching them how to use social media, technology and plain ol’ stuff that works. He’s the co-author of the best-seller “Klout Matters” on social media. Brock is an international Speaker Hall of Fame member and sports a very good haircut! You can reach him at 407-363-0505.
