4 Steps for Wireless Retailers to Create Social Customer Service Hubs

Customer service is a growing concern of mine, especially referring to larger companies who’ve “brilliantly” cut costs by outsourcing their call centers overseas. I know all of you have spent precious hours of your life conversing with “Steve” from Mumbai to solve an issue or make a formal complaint. Unfortunately, the number one reason loyal customers switch brands is a direct result of poor customer service. Whether it’s long wait times, broken English, or no response at all, customers are leaving brands they’ve been with for years because they do not feel like VALUED customers anymore.

social mediaB MacMarch 25, 2016social media, customer service

Teaching an Old Dog New Tricks: Social Media Customer Service 101

Customer service is a growing concern of mine, especially referring to larger companies who’ve “brilliantly” cut costs by outsourcing their call centers overseas. I know all of you have spent precious hours of your life conversing with “Steve” from Mumbai to solve an issue or make a formal complaint. Unfortunately, the number one reason loyal customers switch brands is a direct result of poor customer service. Whether it’s long wait times, broken English, or no response at all, customers are leaving brands they’ve been with for years because they do not feel like VALUED customers anymore. This will only get worse as statistics show that millennial shoppers have a much lower tolerance for bad customer service. There is also a growing and unavoidable trend of customers hitting the social media newsfeeds to speak of their experience and frustration with people, companies, and brands. Not to mention 76% of customers stop doing business with a brand that they’ve had a bad experience with. (Ovum)

social mediaB MacFebruary 24, 2016social media, customer service, tips, groceryComment

How To Get Millennials Talking About Your Store

As a millennial, marketer, consumer, blogger, and consistent social media user, I ask all retailers one question: what are you doing on social media? Are you haphazardly posting forced content? Fumbling around to figure out who is going to manage it? Confused as to what new platforms are relevant and what an engaging campaign is comprised of? Do you still think managing one corporate page without location pages is enough? For the vast majority of retailers, all of these questions I’ve posed ring true to some degree. And that couldn’t be more of an issue.

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