Is social media the solution to bad customer service?
Social Media probably isn’t THE solution to bad customer service BUT I’ll say this, it is a part of the solution. Here are some things to think about:
- Social Media can not be stopped. It’s not a fad. It’s here to stay.
- Social Media gives customers the ability to talk about a company and shape brand perceptions (United Breaks Guitars)
- Social Media gives customers the ability to organize and amplify their voice (Nestle’s Facebook Page-Palm Oil)
- Companies that participate in Social Media create the potential for customers to hold them publicly accountable…and smart companies embrace this and respond appropriately (See @Zappos and @ComcastCares)
Social Media makes bad customer service much more of a liability, because it’s now a Marketing and PR issues as well. What used to be something that could be ignored, put on hold, and swept under the rug is now a public conversation. This is a good thing. It requires companies to step up and do a better job because the power has been shifted.
Companies that can operate up front and honestly with genuine care for their customers will win. Those that don’t will predictably face the consequences of a world in which anyone can post what they want online.