Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version […]
Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty!
It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Regardless of the customer interacting with you in person, on your website or through social media channels, the experience should be one that brings the customer back, and more important, gets the customer to talk about you to their friends and colleagues. Customer service done right is one of your best marketing strategies. And, social customer service allows you to take the interactions with your customers to an even higher level.
This is the second year in a row that Social Media Marketing World has had a social customer care track. A special thank you to Dan Gingiss and the SMMW team for putting this together. It is proof that social customer care is something that companies cannot ignore. Social media channels like Twitter, Facebook, YouTube, etc. have gone from being an alternative channel for customer service to a primary channel. So, if you aren’t already tied into social media customer service, the time to do it is… Now! Here are a few simple strategies that any and all companies can do to stay “social” with their customer service.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXVII, Shep Hyken)
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