Good morning everyone, how are you all doing today? The end of the week is nigh and it is time again for another post.
Today we will be talking about customer’s expectations from a social media perspective, if you have any good examples of how this is taken into consideration by a brand then feel free to share it with us.
Social media is becoming one of the most popular ways of communication, while this was used for a long time by the general public to speak to their friends and family, now it is being used by customers to communicate with their brands or service providers.
For this reason there are very high expectations when handling customers on the social world, seeing that it is not a face-to-face interaction it needs to be precise and concise.
Customers expect fast and efficient responses that resolve their issues without any further work needed but seeing that Social Media itself has been used by brands to communicate with their customers for such a short period of time, it is still not that easy to resolve customer queries in a fast manner.
This leads us to wonder whether Social Media will someday take over all the voice and email channels allowing for queries to be resolved without any other type of interaction taking place, it is an interesting concept but would it work?
As a brand, communication should be at the very top of every priority because customers nowadays don’t like waiting for responses and now with Social Media being thrown into the formula, responses have to be even faster.
Do you agree with the above? Is there anything you would like to add? Share your thoughts with us below or join the discussion on twitter on @CCADGC with the hashtag #Customers.