Jun 01, 2017 Creating Good Customer Experiences that may not Always Directly Involve Your Company – Improving the Customer Experience
We have been talking a lot about using social media to engage customers and prospective customers. We have also talked about how social media is best for building relationships over direct selling. In this vein, using social media requires you to be part of a community and to help your customers connect with others. One of the primary benefits of using social media for your company is to listen to what your customers are saying so that you can understand their needs and how those needs may be evolving. What happens if you hear about something your customers want but you don’t supply it? You might want to direct that customer to a place where they can get what they want. By doing this, you send a message that you value that customer as a person, even if it does not benefit you in a direct way. It puts the customer relationship first and the sale second.
Of course, you want to have a process where customer needs that are identified through social media have a way of getting to the folks that do product and service planning so your company can consider a new offering. In this way, it will make your company stronger over the long run.