Social Customer Service: How to Leverage Social Networks to Satisfy Customers

Technologies continuously generate innovative products that become part of our daily lives. Social networks, in particular, have rapidly changed our habits and, above all, our expectations as users and consumers.

Nowadays, customers have new expectations of companies regarding the ‘time factor’, which has become a crucial element for their satisfaction. This is demonstrated by the fact that more and more consumers use social networks to:

1. Share their online experiences with other customers
2. Learn about and compare others’ experiences
3. Ask questions directly to companies.

More than ever, customers have no time to waste, so they want quick, clear, and effective answers.

PEOPLEBELIEVE IN PEOPLE (NOT COMPANIES)

The excess of offers, promotions, and advertising has made consumers more informed but also more distrustful. They turn to independent sources to compare information with the first-hand experiences of other customers before deciding whether to open their walletsand become a customer.

For many years, most companies have competed for customers by offering discounted rates, sensational offers, and so on. The fact is that this strategy has proven to be a losing one for three reasons:

1. You cannot constantly offer reduced prices (otherwise it becomes a clearance sale of the ‘everything must go’ kind)
2. At lower rates, you are forced to sell more to achieve the profits you usually make by selling your products/services at full price
3. There might be a competitor who, precisely during the period you launch a promotion, offers a greater discount than yours, thus undermining your efforts.

Consequently, to beat the competition, you must distinguish yourself by offering superior quality service.

To help companies achieve this goal, the book ‘La Rivoluzione del Social Customer Service’ (Dario Flaccovio Editore) by Paolo Fabrizio, an expert in customer service and digital channels, was recently published. The book is a practical guide to acquiring and retaining customers long-term by focusing on the quality of the service offered.

It is the first book in Italy dedicated to Social Customer Service and contains numerous case studies, in-depth analysis sheets, and self-assessment tests that allow the reader to quickly solidify the concepts just learned.

You can find more information about the book HERE.

Pubblicato in Business