Sunday, January 24, 2016

Customer Experience Driven By Social Media Intelligence

With internet & social media, customer experience has completely changed over time. It has brought brands closer and accessible to customers and vice versa enabling real time conversation. The always connected consumer immediately gets to know the good, the bad & the ugly about a brand. All thanks to social media, phew! 
"Advent of social technologies has led to shifting demographics, real time sharing & adding sheer dynamism to marketing." - Dinesh Kulchandra
Indians make use of various communication channels to talk about customer service experiences. 
Did you know? According to American Express Customer Service Barometer, Indians continue to be the most digital savvy with 71% utilizing social media to get a customer service response. 
Embrace digital platforms to deliver better customer experience 
Companies should embrace digital platforms to build personal connect with their audience. In the past, if a customer had bad experience with the product or company, there wasn't much they could do about it, but now they can tell the entire world about a poor experience they have had with the product/company. Internet has given consumers a powerful voice and they're not afraid to use it. 
 78% of online customers recommend a brand to friends & other contacts after a great customer experience - @helpscout 
Interestingly, it's said that customers who engage with companies over social media are more loyal - @Talkdesk 
Social media can be a blessing for businesses that use it well and a curse for those that don't. Today’s networked & omni-channel customers demand personalization and prompt response from the companies. When customers reach out to companies on social media, they expect a response:
  • 15% in less than an hour
  • 46% in 24 hours or less
  • 14% in 48 hours or less
  • 25% never
With social media playing an imperative role in delivering better customer service, analytics plays a HUGE role in understanding consumer behavior & personalize their brand journey to enhance their experience. 
Social analytics provide useful insights which can help make smarter and better decisions. It touches across multiple user generated interactions impacting customer experience. Smart companies use analytics to figure out deeper issues with their product or service and resolve them.
While social media lends itself to creating communities, social analytics helps with engaged communities. Customer experience driven by social media Intelligence helps in building highly engaged communities - @Gartner_inc 
To conclude, here's an interesting info graphic by @Talkdesk which highlights the best practices for boosting customer service on your phone and social media.
 Best Practices to Boost Your Customer Service Across Channels

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