Marketing Tip of the Week – Social Media = Improved Customer Service

Don’t think of social media as a platform to help boost your sales. There’s more to it. Your customer service should truly be active within social media. Why? Social media is more than just a marketing message, it’s about brand management as well. This week’s marketing tip will focus on how you can use social media for more than just spreading your message.

Customer service is what helps build a business and a good reputation. Social media is a great place for brand defence, word of mouth marketing, and is a great place to handle complaints. Here are a few examples on how social media can help besides spreading a marketing message:

• A customer has a complaint about a product or the service they received and posted this on Twitter or Facebook. This is seen by all of their followers or friends. You see their complaint and are able to respond with an apology and are able to contact them directly to work out any issues they may have. You are able to fix the problem and you have a satisfied customer, which then Tweets or updates their status on how they are ecstatic with the customer service they received from your company. Again, their followers or friends will see this update and see exactly how your company handles business.

Customers are now bypassing marketing messages and are looking for reviews and recommendations from their peers. They trust their friends more so than marketing messages they see. Brands successfully using social media use it to interact with their customers and build relationships. They answer questions, help solve problems and listen to their customers. Social media is about building a face to your business for former and future customers.

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