In this hyper competitive world, reaching current or potential customers on a regular basis is CRITICAL for long-term success of your business. An effective newsletter with relevant content for your intended audience can boost customer satisfaction and repeat business. As the author of this article Nelson Tan states, stick with the 3 P’s – Planning, Personality, and Printability for ultimate newsletter success. An excellent roadmap for taking your business communication to the next level. Read his post from 2013 here
Blogging is such a great tool – but who has the time? Our staff spends so much time with clients and the Twitter and Facebook firehose – that blogging sometimes can get put aside. We found some tips that may help your company and wanted to share this post from #SMT. Read the story here
Some good tips on getting your business social strategy started or updated. Click on the link for this timely article from Fox Business Network.
The article is a bit dated as Social has moved along in its life-cycle, but still has some good information. Look at the quiz below to see the type of strategy your company employs. Click on the link above for the article from the Harvard Business Review.
The team at the Social XChange wanted to take this opportunity to wish everyone a Merry Christmas and Happy New Year. Happy holidays – and see you in 2014!
One of the topics that The Social XChange is exploring in greater depth with Social 3.0 is the difference between customer service and customer recovery.
What is the difference you may ask? For companies such as Zappos, Southwest Airlines, and State Farm, customer service begins with the first sale or interaction and they gain and retain a customer with that initial experience.
In other words, if you get the initial transaction wrong (billing issue, defective product, or a bad internal process) then the client may have to call back, write or chat on your website, use self-service, or post to Social sites in order to have their situation corrected. This creates a “customer recovery” opportunity. You broke it, you fix it, but this effort may not save the long term customer relationship and certainly increases customer frustration.
Unfortunately, this is the way most customer facing centers are built – for recovery. The alliance of FSM (Finance, Sales and Marketing) has long believed that customer service is a “cost center“, built to deliver “world class” customer care by fixing what went wrong on the front end of the transaction while increasing customer satisfaction and retention.
With every new product, price or process put in place, FSM calculates “breakage”. Breakage, by definition, is the amount of customers affected by a defective, wrong or incompatible product, a price increase or simply a new internal process that benefits the company at the expense of the customer. The number of people who will leave due to breakage and the number of people that customer facing agents “save” are also calculated.
In most cases, the focus for FSM is squarely on recovery – so it begs the question “how does this increase customer satisfaction?” Eventually, many customers will uncover the fact that they are not receiving “customer service”.
So therein lies the disconnect between customer service and customer recovery. Unless the emphasis is to fix processes which cause “breakage” on the front end, a company will not be able to truly be known as “world class”. All companies make mistakes and a flexible “recovery” plan is vital, but it should not be the focus of ones efforts. Understanding the difference between service and recovery is critical, especially when a company gets only one chance to make it right.
- Outrageous Customer Service (raymondherrera.wordpress.com)
- The Art of Customer Service (domo.com)
- Always Right: A Guide to Improving Customer Relationships (staples.com)
Social 3.0 – get ready to move your business to the next level in 2014!
- Samsung Galaxy Note 3 ships from AT&T on October 1st, Verizon on October 10th (cellularchief.wordpress.com)
- Terraria 1.2 release date announced: major update due out beginning of October (pcgamer.com)
- US home prices rise just 0.2 percent in October (azfamily.com)