Ever heard this stat? If someone has a bad customer service experience they will tell 22 people. A good experience? The number drops to 7.
I don't have actual data to back that up, but it makes sense. Today I heard of two different stories from a good friend that had to do with poor customer service. In one case he was the customer. In the other, his business has a customer who is livid over one of his policies based on a scathing voice message he received.
In the case of his business he has a plan to accommodate the unhappy customer that will likely save the relationship. What he doesn't have is a strategy to monitor customer comments on social media. He estimates that his business has more than 1000 customers.
Humans make mistakes and customers will be upset. Customers are venting on social media unlike ever before. A bad customer experience can be turned around, thus the need to embrace social media.
If my business has 1000 customers it is likely that some of them won't be singing my praises. Social media represents a chance to save relationships that may have been harmed, especially if they are with reasonable, loyal customers who have helped build your business. For the unreasonable people...give them a list of your competitors.
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