This document discusses the importance of providing exceptional customer service on social media. It notes that customers now expect support through social channels just as they would in person. Organizations that ignore customers on social media or fail to offer assistance will fall behind competitors. Providing strong customer service across all channels, including social media, leads to higher customer loyalty and conversion rates. The document encourages organizations to engage with customers in the virtual spaces they frequent and remove any "blindfolds" preventing them from understanding changing customer behaviors and expectations.

1. T IPS
Corporate
Strategist
on
KayValenzuela
Excepcional
Customer
Service
h6p://kayvalenzuela.wordpress.com

2. IN EXCEPTIONAL SERVICE
h6p://kayvalenzuela.wordpress.com
When
a
customer
walks
into
our
store,
we
would
not
ignore
him/her.
So
Why
do
we
ignore
them
on
our
virtual
space?
Organiza>ons
that
ignore
customer
on
social
media
or
doubt
in
offering
customer
assistance
through
them
have
not
realized
that
the
behaviour
of
customers
have
changed
radically.
The
demand
of
support
in
social
media
is
no
longer
a
hypothesis
is
vital.
Organisa>ons
that
don't
meet
this
expecta>ons
will
fall
back
late
behind
their
compe>tors.
The
benefits
of
taking
great
customer
social
care
show
in
the
organisa>ons
that
have
paid
aFen>on
to
this
behavioural
change
and
are
excelling
at
support
thru
every
social
and
communica>on
channel
are
experimen>ng
a
high
conversion
rate
in
customer
loyalty.
“Taking
care
of
the
needs
of
your
customers”
includes
also
being
present
in
every
channel
available
where
the
customer
go
for
help.
Not
taking
into
considera>on
social
media
as
a
contact
point
to
enhance
your
customer’s
experience
is
making
many
organisa>ons
stand
down
from
the
customers
aFen>on
focus.
Customers
need
help,
orienta>on,
educa>on
and
accurate
informa>on.
Take
the
blindfold
of
your
eyes
and
insert
your
organisa>on
in
the
virtual
society
where
you
are
trying
to
make
business.

3. Do you want to know more about customer
social media interaction?
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