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by / Wednesday, 11 March 2015 / Published in Customer Experience, ServiceCheck Solutions

Businesses are moths to the flame of social media glory. Companies are now drawn to the promise of social media, viral marketing, massive followings and inbound leads. Social media allows companies to be highly responsive and engaging with their customers.  But is it right for you?

Consider the following benefits:

  • Immediate satisfaction
  • Personalized service
  • High level of interactions
  • Generate feedback
  • Control the brand image

Yet for all the marketing or customer experience savvy a business may have, traditional marketing and customer satisfaction efforts don’t translate well to platforms like Facebook and Twitter etc. People don’t want to hear a lecture. They want to engage in conversations with their favorite brands. And the conversations must be shorter, and more casual than ever before. Though this may appear to be a challenge, it is in fact an opportunity.

Leveraging social media, your organization has the opportunity to respond instantly to customer queries. Doing so can make these customers feel as though they’re conversing with a person rather than a company.

Supporting your customers on social media generates positive word-of-mouth. And by quickly responding to any negative comment, you can correct the image of the firm.

To learn more about how your business can realize substantial gains from social media solutions,click here.

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