Customer service standards have taken a hit in Singapore.
The advent of readily available relatively unskilled and untrained service staff has only worsen this situation.
Oftentimes, many businesses would hire relatively inexperienced staff to work on the front-line and serve customers in the retail, hospitality and F&B businesses.
While some service staff may have language barriers, others are relatively untrained with zero prior experience in a similar industry. This poses a huge risk to the reputation of a company and its quality of service and delivery standards.
The big question here is how can a good social media plan in place help benefit your company in challenging times when big restaurant and fast-food chains dominate the scene.
Customers are more intelligent than you think
Template responses on social media channels which resemble robotic, automated messages do not work any more. In fact, they have the opposite desired effect.
Instead of calming angry customers, template-talk which appears cold and impersonal serves to alienate customers and make them feel that the company does not care enough to give any time to address an irate customer who is already experiencing problems with a company's product or service.
Worse still, some companies have been completely ignoring feedback from their customers or failing to establish a two-way communication channel between the customer and the company which will result in such a company fading into oblivion over a prolonged period of time.
Transforming invaluable customer feedback into functional data
Is your company guilty of still relying on paper-based feedback forms available in stores or distributed to customers after their dining or shopping experience?
How many people actually fill up the form and out of those who actually do, how much are generic, unstructured feedback that provide little to no inside on how you can improve on the customer's dining experience?
Adopting a sound social media marketing plan more as part of your customer service or business strategy can help transform that negative customer feedback into functional data that will not just improve customer satisfaction but benefit your company's reputation.
This will inherently lead to an increase to your company's bottom-line.
Utilising social media to gather valuable customer insight
Besides constantly engaging and communicating with your customers on carefully selected social media as time and resources are finite, it is also important to collect feedback and response on how they feel about your brand.
At the same time, this process can help your company obtain valuable, actionable insights on what customers want which can be addressed in order to create and keep happy, loyal customers who will be coming back to your shops.
Discover which channels and tools you can tap into to find out more about gathering and curating customer insights. Better still, if you have a loyal following of customers, create your own channel to mine these insights and interact with your fans at the same time.
Identifying the Next Steps
How, when, where and which platforms should you utilise to make the most benefits for both customers and the company?
What social media practices should your company adopt to ensure the most effective results?
To find out more on how to create an effective social media marketing plan for your customer service and business needs, contact us.