Ensuring Positive Customer Experience through Social CRM

by | Jan 2, 2014 | CRM, Customer Support

You’re probably aware about customers who are not easy to please. Positive customer experience would be a little challenging when it comes to this type of customer. What better way to alleviate the issue than using social CRM as your primary tool?

How will you generate positive customer experience by using social CRM?

Strip yourself from the illusion that “you can please everyone”: Social CRM is a tool – not a substitute for quality service and product. Stop thinking that with it – you can please everyone because you won’t and you never will be.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Once you accept this technological flaw, the ability to provide exceptional service would be like your second nature. It just comes naturally and customers would appreciate this more than anything.

Have you lost a customer? Learn from it: The only time you’ll know whether you’ve lost or gained customers is through careful monitoring of your current CRM systems.

If you actively monitor customers using social media, you can categorize each customer as pleased, dissatisfied and “moved on to greener pastures.” You can determine this through their tone and language as they make comments about you or your products.

Be accountable: Achieving positive customer experience should start with accountability. This means you promise something and deliver it exactly as you claimed.

Without accountability, customers are bound to get disappointed. And, when they are disappointed, this could bring detriment to your company.

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