Successful Social Media Customer Service: How to Handle Complaints, Delight Fans, And Create Brand Advocates by Andrew Macarthy
Requirements: MOBI Reader, 1 MB
Overview: Learn How to Delight Customers and Increase Loyalty With a Successful Social Media Customer Service Strategy
Customers are talking about your business on social media – and now more than ever, they expect a response. Ignoring queries and comments on sites like Facebook, Twitter, and Instagram can be hugely damaging to your brand, but take control and you’ll reap the rewards – happier customers, increased loyalty, and bigger profits.
Genre: Non-Fiction > Marketing & Sales
Successful Social Media Customer Service includes the information about:
Why your business needs a social media customer service strategy
How to prepare your business and staff for social customer service
How to setup a social listening strategy for customer service
How to develop a pro-active approach to social media customer service
How to handle complaints on social media – best practices
How fast you need to respond to customer complaints
How to handle a social media customer service crisis
How to measure social media customer service performance
Specific social media customer service tips for Facebook and Twitter
Social Media Customer Service – The Stats
Between Q2 2014 and Q2 2015, there was a 21% increase in messages sent globally to brands on Facebook and Twitter (Sprout Social, 2015).
24% of American Internet users 12+ who have contacted a brand on social media expect a reply within 30 minutes, regardless of when the contact was made (Convince and Convert, 2015)
Customer service on Twitter can save up to 80 percent per interaction compared to phone calls – $1 per resolution compared to $6 (Twitter, 2015). on Bestseller, 500 Social Media Marketing Tips, and his new book Successful Social Media Customer Service will help your business develop a robust social media customer service strategy, whether you’re a sole entrepreneur or company with a team of dedicated staff.
There’s never been a better time to build a social media customer service strategy to delight your customers, boost reputation, and increase brand loyalty – and it’s easier than you think.
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