What would it mean to your business if you were able to reach out to disgruntled clients during the earliest moments of dissatisfaction? I think you’d be excited about that and I believe you’d even be able to put a dollar figure on increasing customer retention.
Recently, I wrote about two excellent experiences I had as a new customer. Nothing so shocking in that, right? New customer, honeymoon period and all that. What made these experiences so remarkable is both of these accounts are free and both companies have publicly stated their mission is to treat all customers – whether paid or free – to the same level of customer service excellence.
This morning I was locked out of my Buffer account. No matter what I tried, I couldn’t get back in. This was not good. I’ve learned to rely on Buffer to post pre-scheduled messages out to several social media sites.
I found Buffer’s Twitter account, sent a tweet asking for help, got a response, and a solution, within twenty minutes. Several hours later I received a very cheery followup note from someone named Carolyn making sure everything was alright.
Buffer was practicing social listening — active social listening. Not satisfied with broadcasting one-way messages at followers, they were on the lookout for opportunities to improve their customers’ experience. I love it when brands show us how to build engagement on social sites.
How’s your brand doing? It’s never too late to start reaching out and building an online community.