So many customers on so many devices at all times of the day and night making comments. Some of the comments are about your company, your products, your services, your locations, your staff, your pricing, etc. Are you listening?
Although some of them may come across as complaints, they should be seen as unsolicited morsels of customer insight. You are actually receiving “free” marketing information from your customers. Are you gathering this insight? Passing it on to the appropriate departments? Making improvements to your product, services, pricing, etc. based upon these cues? Or are they not even being monitored?
Actually, you can bet your competitors are monitoring your customer’s comments online. They are picking up nuggets of information while watching your unmonitored consumers establish a ground swell of complaints that go unaddressed by you.
During your first engagement with our SocialPath division, we will help map your social efforts against our “Five Levels of Social Success” to determine where you are and then roadmap where you would like to be.
SocialPath, a division of Y&L Consulting, offers both turnkey and hosted social listening and response models.
Perhaps you want to run the show for your social media activities and are just looking for some best practices to fine tune you approach toward online listening and response. Our SocialPath Consultants can work with your Marketing and IT teams to:
Social customer service may not be on your radar as developing into a core competency, but it is for us. Our uniquely qualified and trained SocialPath response team can monitor and seamlessly respond to your clients online, in real time, on your behalf. Approximately, 42% of social media customers expect a response to a stated issue within an hour. Our team is tied into all of the social media crawlers, looking for any mention of your company, at any moment, on any social media platform. Once notified, the team springs into action, responding to the customer, documenting the interaction and adding it to your weekly or monthly report. Critical issues are forwarded to you immediately (a down website, report of fraud, etc.).
Active social listening must convert into actionable data in order for you to derive true value. Our social response teams capture customer input, organize the input (i.e. Pricing, Product, Quality, Locational, etc.) and then provide it to you to disseminate to the appropriate internal departments. Voice of the customer data is even more powerful today than in days past as emotion-based comments are conveyed in real-time by consumers across a grand online audience versus calling into the company’s Call Center to log a complaint.