Kiss & Make Up, Social Media Style
You don’t need to be Dr. Phil to realize that even the best interpersonal relationship has ups and downs, and, if you want it to thrive, you need to work through the downs. Social media gives brands a way to patch up faltering relationships, says Danny Wong in “5 Ways Social Media is Like a Great Friendship” on Tamar Weinberg’s Techipedia.
Granted, the relationship between brands and consumers is a bit more one-sided than most of our personal relationships. So Danny recommends doing whatever it takes to woo back the dissatisfied consumer “through outstanding customer service by responding quickly and effectively.” He’s spot on.
Social media channels make it easier than ever for customers to publicize their discontent, but it also makes it easier than ever for brands to try to patch things up. However, just like any good relationship, you can’t fix things if you aren’t listening—really listening—to what the customer is saying.
How are you combining social media monitoring and digital customer care to nurture great relationships?