Americans tell and average of 9 people about good experiences, and tell 16 people (nearly twice as much) about poor experiences. - American Express Survey, 2011
The need to complain is always stronger than the need to praise. Customers complain much more often than they write in to tell us we’re doing a great job. Husbands and wives typically don’t praise each other enough. The evidence for the destructive nature of bad service experiences is everywhere because we are all flawed. We all make mistakes. How one handles failure can set them above the rest - and so it goes with business.
Here are 3 community and social media related activities linked to service that will boost your understanding and your customer’s feelings towards your brand:
- Reach out to the dissatisfied. Considering that most of your dissatisfied customers will not contact you, how are you reaching out to them? Do you have tools and a plan in place to recover these customers?
- Ask the happy to help. Nothing beats the power of word-of-mouth advertising. Nothing. Recruit, encourage, reward, and supply your happy customers so they can spread the good news of your great company.
- Empower your service agents. If you don’t work quickly to make amends for mistakes, you may miss out on many opportunities. Give your agents the training, tools and authority they need to start making it better on the spot.