Listen to Your Customers Everywhere
Your customers communicate with you through different methods; from emails to phones, face to face and even on social media. You also ask them to complete feedback forms and surveys for specific information gathering exercises in line with some of your objectives and also to invite suggestions on how you can do things better.
That is great. But guess what? YOU are not the only one your customers talk about YOU to. They talk about their experience with you – GOOD OR NOT SO GOOD – with others. Most of these conversations which find their way on to social media platforms are about issues that you may not even be aware of, as your customers do not always come to you in the first instance.
So getting your name out there is not a bad thing if it is associated with great service, right? How then can you hear what your customers are saying? I always say that our aim must be to please our customers and go the extra mile right from the first interaction. This will increase your chances of turning them into a loyal customer who will go on to be your advocate. Next we have to listen….
1. Find out which social media platforms your customers are on and consider signing up in order to engage with them there also.
2. Encourage them to share their customer service experience with you on their preferred channels.
3. Social media management tools like Hootsuite and Buffer can help you with social listening so you can track and respond to social mentions and enquiries.
4. Respond appropriately and in a timely fashion to these mentions and use them to start conversations.
Your social media efforts therefore should not just concentrate on getting your message out, but more importantly to listen to what your customers (or anyone else for that matter) are saying. Listen and engage with your customers wherever they are.
"To listen closely and reply well is the highest perfection we are able to attain in the art of conversation." - Francois de La Rochefoucauld, Essayist.