Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
7 ways to Use Social Listening for Customer Service by Steven MacDonald
(SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond. But, what happens if you don’t respond? Well, simply put – your customers will stop doing business with you.
My Comment: Let’s start with this stat: A study by Gartner found that companies that don’t respond to their customer’s social media messages risk up to a 15% increase in customer churn. If you’re not already “listening” to your customers, as in monitoring their comments and reviews on social media, you’re at risk. Pay close attention to number four, which is
