How social media is defining customer service in a digital generation

Customer service is a custom that costs nothing, but in value is priceless. It’s often a defining process of a transaction, for better or worse. It can also be argued that Social Media is also a defining component of this digital generation. So surely businesses must be aware that utilising good customer service properly on Social Media is imperative to achieving optimum business success? Well, it actually turns out that there is a huge percentage of businesses that aren’t prepared to view Social Media customer service as a priority, and a lot of them are ignoring customer inquiries and complaints on this medium entirely; much to their detriment.

From taking too long to reply, to not replying at all, the infographic below shows many ways in which businesses are losing customer interest and gaining a negative reputation simultaneously. According to the studies carried out, 6 out of 10 people are willing to name and shame a company to taint the brand via social media. With 1.15 billion registered Facebook users and 215 million monthly Twitter users, that’s a tremendous amount of people that can potentially affect a business negatively, whereas if you have an employee dedicated to customer service on your social media page, a lot of people can be appeased and kept as customers; not to mention also showing your audience that you are active and relevant in the online business world and that you’re willing to help your customers.

Over 15% of businesses lost customers and over 11% of businesses lost revenue due to poor customer service via Social Media. Yet despite this, 1 out of 4 companies have no protocol for dealing with customer complaints on social media and 1 in 4 have no plans to develop a protocol in the future! Don’t let this be your business!

Want to find out more? Read the infographic below to find out the sector that garners the most customer complaints, and all the other current and vital statistics on customers and businesses outlook on customer correspondence on Social Media!

The infographic below shows just how social media is affecting customer service.

How Social Media Is Affecting Customer Service Infographic

Guest Author: Stephen Avila

Stephen Avila is a lawyer of 13 years who specialises in law and media work. Currently the director of Legalo and based in the Suffolk area, Stephen is interested in all aspects of law, digital marketing and content writing. Enthusiastic and entrepreneurial, Stephen is always looking to help others however he can with legal and marketing advice.

We’d love to hear your thoughts and experiences on this post. Please do leave a comment.

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How Cost Cutting Can Propel Your Business into 2014

Guest Author: Edward Hallinan

This article was written by Edward Hallinan on behalf of employee-benefits specialists, Unum. Edward is passionate about start-ups, having set up his own e-commerce music site and experience working for a digital marketing consultancy from the first day of its inception.

Scissors cutting costs

Infographic: Cutting Costs for Business

Good news! The latest research from Barclays and the Business Growth Fund has found that ‘one in five British companies can now be defined as ‘high-growth’’*. More specifically, the report also showed a 3.4% rise in the number of active registered companies in the first half of 2013 – glad tidings indeed for start-ups and SMEs.

But despite a clear bucking of the economic trend that’s blighted businesses for the last decade, now is not the time to act rashly. Indeed, the slump itself was caused by untamed growth, coupled with companies over-borrowing and over-spending. Indeed, that’s why the folks at Unum have collaborated with Clydesdale and Yorkshire Banks to create the following infographic.

Entitled ‘Cutting Costs for Business’, it goes on to detail just how flippant companies have got with their spending. It found that over 50% of SMEs will go at least 6 months before reviewing costs, with a shocking 14% never reviewing their spending at all! Just in the way you wouldn’t accept a new car insurance quote without consulting a Russian meerkat first, the same applies for businesses – well, perhaps without the meerkat.

As small businesses and start-ups are building from modest foundations, it’s even more pertinent to make sure your company is working at 100% efficiency. For instance, did you know that not only are 75% of all water charges wrong, but also those failing to switch gas and electricity providers could be paying up to 61% too much?

These alarming findings are detailed in the infographic, coupled with strategies to make your business more cost-effective. And while this gives a great insight into the best ways to cut costs, it is by no means a complete list. Just take social media as a prime example. Instead of spending thousands on double page spreads in newspapers which are then thrown away, why not immortalise your marketing and advertising efforts via the world wide web? By utilising Twitter and Facebook, not only can you reach millions in one click (according to Statistic Brain, there were 554,750,000 active registered Twitter users as of July, 2013) but these interfaces are completely free to use!

By employing savvy techniques and updating marketing strategies in this way, coupled with adopting basic cost-cutting principles, you have every chance of rocketing your business into the New Year. Not only that, but keeping stock of spending will allow for steady growth which can be maintained beyond 2014.

Cutting costs for business infographic

References:

* http://startups.co.uk/fast-growing-firms-on-the-rise-in-uk/

Scissors ‘cutting costs’ image courtesy of Patpitchaya at Freedigitalphotos.net

We’d love to hear your experiences and thoughts on this post, so please do leave a comment