Customer experience is more than a buzzword. It’s the foundation of success. No matter what industry, making the customer feel good is what builds loyalty and keeps the brand front and centre – with 32% of customers abandoning a brand they love after just one negative experience. Great customer service is the beating heart of a good experience.
While service with a smile is still important, the rise in digital has given customer service a facelift. As a result, customers expect convenience, speed and a personal experience – even when interacting online. Social media has therefore become the cornerstone of digital customer service.
Social media allows for customers to be responded to quickly and efficiently but it also hosts invaluable data. This offers insights into customers and their experiences, which can be used across other areas of the business to ensure that customer’s always get an experience that makes them feel special, valued and heard.