With today’s customers actively engaging in social media, the world of marketing and customer service has fundamentally changed. Customers control the conversation and are making it quite clear that the service you provide can no longer be an unsatisfactory or merely an acceptable experience. They have shown that due to bad service, they are willing to change and will let their friends, family, and fans know about it. According to an Edison study, 42 percent of consumers expect a response on social media within an hour. An America Express study shows 83 percent of customers left the purchase due to bad service. Another report shows more than 1 million people view tweets about customer service every week, and about 80 percent of those tweets are negative.
This should be all the proof needed for organizations to move customer service from an afterthought to a key initiative. Only when customer service is put at the heart of marketing will you reach your marketing and revenue objectives.
Join our panel of experts on this webinar to discuss:
-How to build and follow a consistent customer service process
-Empowering your customer service representatives
-Listening for social customer engagement
-Knowing whether to intervene or not
-Measuring customer care success