How to use real time #socialmedia to your advantage #customerloyalty

In Loyalty & CRM by justineLeave a Comment

loyalty world 2012, social media, facebook

 

One of the key challenges when dealing with social media involves dealing with negative messages and customer service issues that arise due to vocal consumers.  At Loyalty World 2011, Mat Braddy covered these issues in more during his presentation on "Just Eat: Calling Social Services."  One of the key points is to respond quickly, if the complaint becomes a stream it can damage your FB wall and Twitter feed.

Some other key points raised in the presentation:

  • Customers tend to come to your wall on Facebook to express pain when other channels have failed
  • Stream your customer complaints from twitter to distinguish true problems and actively deal with them
  • Have a dedicated customer service team rather than multitasking phone operatives. Team should report to Customer service and not marketing
  • Positive marketing messages into the social sphere can move the agenda on rapidly
  • Have a team watching in real time, respond to your customers quickly and cut any negative comments in the bud

 

To view the full presentation, click here or watch the video below

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Found this article interesting?  Check out Just-Eat's secret to true customer loyalty here

For more on the key trends in customer loyalty, click here

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