Retail shops in cities give a feedback form to record the comments of the customer. Sometimes we don't know if those forms are valued or not. But after the dominance of Facebook and Twitter, your job as a businessman is made easy.
This time you need not give any feedback form to every customer. A popular saying in customer service is "A happy customer recommends your product to one person but an unhappy customer curses your product to at least ten persons". You cannot stop unhappy customers posting any feedback on your product and creating negative impact among public.
It is better to be aware of the customer's perception on your product through social media. Make the best use of this positively and improve customer service. Customers are no longer using the feedback section in your official site as they seem it useless. Better to be awake now and learn to use this social networking to your advantage.
If the organization has registered with Twitter, they can search for customer's comments on their service by searching for their company name. People tweet to their friends or relations and so you can take it for granted that the comments given in Twitter are honest.
After analyzing the customers' feedback the next step would be to engage with them in Twitter or Facebook. Have some interaction with the customers periodically and welcome their comments. Make them to purchase the product again providing discounts and encourage comments every time. This way you can increase the customers to purchase your product regularly.
Negative customers should be concentrated more. Message them personally and get their honest feedback. Happy customers can help to maintain the business but only negative customers can help to improvise and expand. Figure out a proper resolution for the issues faced by them and approach them to check if they are happy with the improvisations.
It is practically not possible to speak with every customer online. So set a priority as to which customers can help in enhancing your business and engage with them first. Probably you can give high priority to customers who have given negative remarks for your product. Keep in mind that you have to avoid creating negative reputation towards your product as it will hamper your business.
The success of a business lies in how far it is able to reach its customers. Social media can be used to the best use of developing your business. Your relationships with the customers will be rigid and transparent. If you improve customer satisfaction through social media you can then think about improving your business.
Every employee in an organization cannot check for Twitter or Facebook and collect data. And it would be waste of production time doing such a thing. So you can appoint a separate team involving specialists for improving performance as they will have a good knowledge on Systems Thinking Theory. Systematic approach of business will yield sure success.
Social media is not meant only for friends or colleagues but also for development and growth of any organization. It is better to be awake now!
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