Tag Archives: Customer Relations

Fans Wanted

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Businesses get more revenue when they have fans… or what is commonly known as loyal customers.

Loyal customers are the most important assets of a company. They are the most passionate advocates and promoters of your brand. Ask them why they are your fans and they’ll likely answer: (1) they like your products; (2) they feel at home with you; (3) your store is the nearest and most convenient place where they can get what they need; or (4) they can rely on you to provide them what they require. All four reasons are good selling points, which your company can take pride in and continue to improve upon. They all speak about your commitment to quality results and good customer service that you need to keep standing for.

You already have the recipe for success when you get at least three to five satisfied customers who refer your business to other people. The hardest part is how to maintain that reputation and continue providing the experiences those delighted customers found in your store. It can be quite easy to get sidetracked due to concerns of day-to-day operations, crises looming on the financial front, and those pinches competitors caused on your sales.

Focus is instead turned to generating more sales and maintaining profit. This is quite necessary and understandable on the whole, but is it all right to concentrate only on those and neglect customer service? Many business experts would disagree. They would say you’ll also need to pay attention to customer relations, as your customers are your best bet against that frightening scenario—bankruptcy.

Just like in the comic strip above, customer and service do go together. You cannot maintain a customer without providing fine service, and if there are no customers, there’s no profit. This makes it important to be dedicated to your customers at all times, good or bad. Once you’ve proven your dependability, customers will keep coming back. The good thing about this state of affairs is they’ll bring other people with them who might become your next customers.

What is good customer service? How you gain or lose customers?

Personable service is defined by the following activities or qualities:

  • Getting to know your customers’ preferences and pet peeves
  • Anticipating their needs before they tell you
  • Asking customers about further inquiries or complaints
  • Doing your best to exceed their expectations
  • Focusing on providing quality products and services
  • Being on time to give what your customers need
  • Providing warranties and solving grievances

Disregarding any of the traits listed above earns you minus points on fine customer service. The list may be tough, especially on the first days. But when you make it your goal, these actions will become routine. Once you become well-known for good customer service, people will flock to you and become your customers. Your client base will surely widen and your business a success in the long run.

 

Reference:

MentorsOnline.Wordpress.com

Calling All Campaigners

How to Encourage Engagement on Your Social Networking Pages

Likes and Follows are easier to get than actual customer engagement. That’s because more people follow their favorite store on the web for special offers. Actual communication and brand loyalty only occur if customers see dedication to provide the highest quality service companies can offer.

Discounts are quite useful in making your followers scramble to visit your page. This can have an adverse effect, however, because there are some people who just want to get the price markdowns. They want to get the deal before it expires or runs out. They’re more concerned that they’ll be saving more than getting the actual product. Turn this situation around with video testimonials from customers who want the discount because they really want the product you’re offering. This will convince other followers of your product’s worth because videos are more convincing than written testimonials with names.

Enticing customer engagement on your social media page content can be a bit difficult. Persuade them to view your posts and share what’s on your page. A well-written article without a catchy title won’t be read as much as an article with an attention-grabbing heading. Compose titles that evoke laughter, curiosity or shock. This almost always guarantees that your content will be read to find out what’s so special about the topic.

Conduct a regular “Customer Appreciation Day.” Celebrate the establishment of your store or company milestone with a social gathering with customers who want to join in the fun. Post the pictures of your social activities on your social media page. Show the staff mingling with customers. This makes other followers who were not able to join to be excited about the next party. This markets your business well and demonstrates that you’re a sociable entrepreneur who cares for customers.

You can also show customer appreciation with a week-long sale, for example. Why not offer a 15-25% discount for all items? Sandwich highly sought-after items between clearance items. This will not only promote your new products but also help you cart off the languishing items on your inventory.

Helping your customers resolve their concerns about your merchandise is another way you can show how much you appreciate them. Assist them in sorting out their problems from product mismatch to replacement. Can’t appease the customer? Give them a refund with your sincere apologies. This will go a long way in appeasing their irritation and make them remember you in a more pleasing light.

Allow your followers to post their questions on your page. Handle each one in a careful and diplomatic manner because each post can be viewed by other followers. Once you’re able to solve the problem, they will see how good and helpful you are.

Make it a commitment to engage your followers on your social media page. This will cultivate closer relationships with your customers and open the doors for new followers. Start being engaging today.

 

Reference:

SocialMediaToday.com

Under Yelp’s Influence

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How Positive Reviews can Boost a Restaurant’s Reputation by 19%

According to a study conducted by the University of California Berkeley, a slight half-star improvement in ratings can pull up a restaurant’s ratings by 19%.

This statement definitely has merit. People on the go looking for new restaurants to dine in search the Internet using their work computers or smartphones. They browse Yelp.com and look for restaurants with at least 3.5 stars. Once they see how many positive ratings your restaurant has, they’ll invite their friends or colleagues out to lunch or for dinner.

The above scenario demonstrates why businesses should take Yelp.com seriously. Entrepreneurs should keep an eye out for negative reviews, as those can pull down the ratings faster than gravity. You should also encourage customers who are delighted with your products and services to post their reviews on the site. This will strengthen customer relationships and bring new people to your restaurant.

How do you spruce up your Yelp.com page?

The first thing you should do is to complete your profile. Include all the relevant details and post pictures of your restaurants to make it immediately recognizable, especially on the local level. A business page complete with all the details is more attractive to look at and generates a positive image even before customers see the reviews. This makes visitors think that this business takes reviews seriously. Good presentation poses good advertising effects for your online marketing efforts.

Addressing comments and complaints is also very important. Pay equal attention to both as these can spell success or failure for your business. Thank customers who made positive reviews and immediately attend to complaints in a diplomatic manner. Doing so will improve your standing in the eyes of your customers. This makes you appear concerned enough to make things right between you and the irate client. Pandering to complaints, however, can backfire. If you don’t think the complaint is reasonable, then you can ignore the comment, especially when it concerns ‘that expensive price on a dish.’ Criticisms about bad service and product defects should be quickly seen to. These can cast a bad light on your business and damage your reputation.

Take your online presence on Yelp seriously. This website gets more or less 78 million unique visitors per quarter.

 

References:

Mashable.com Link 1

Mashable Link 2

Getting the Scoop on Yelp

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Managing Your Business Online Presence in One of the Largest Review Sites

Yelp is an online database of business reviews written by customers for other people who might be interested in going to a local store. This website helps people find good places to shop, eat, drink or loosen up after a whole day’s work. Yelp is a site where you can find both nice and unpleasant evaluations of different businesses.

Many people use Yelp – reviewers who want to share their experience, vacationers who want to know more about the place they’ve visited and other people who want to know more about a certain business. This makes it necessary for entrepreneurs to pay more attention to this site which now has more than 20 million reviews on its record. These reviewshave the ability to make or break businesses, depending on what was written.

Businesses need to make their mark on this site immediately. This is because your own business information can appear on Yelp without you knowing it. Third-party data providers gather basic business details and contact numbers from public sources. Search your business name on Yelp to see if it comes up on the site. You may need to correct the facts listed, such as address, phone numbers, and more.

If you want to benefit from the web traffic visiting Yelp every day, coordinate with the site to place ads that make your business visible online to more potential customers. Placing ads are not for free, though, so you need to plan how yto advertise your merchandise on this review site. Other than that, here are some things you need to know about this site:

1.  Yelp’s traffic comes from its home page.

Out of the 78 million people browsing on Yelp, 60% of the site traffic mainly comes from laptops and desktop computers, with smartphone traffic following after. The number of visitors using mobile phones to access Yelp is increasing, though, so entrepreneurs will do well to add their Yelp business information on their mobile campaigns.

2.  Retail stores have the biggest category.

Before September 2011, restaurants are the top search term customers use when they go to Yelp. Now, retail stores and other shopping centers make up the biggest group on the review site. This is because people look for more alternatives in their shopping trips due to the economic downturn that hit the country. Many businesses involved in retail have seen this opportunity and went to Yelp.

3.  Don’t ask customers to post reviews on Yelp.

According to Darnell Holloway, Yelp’s Local Business Outreach manager, businesses should not solicit reviews from their customers. This is because Yelp wants to focus on raising awareness rather than making businesses compete with each other with the number of reviews they have on their respective pages.This also runs the risk of making customers feel like promotional prizes that must be touted for everyone visiting Yelp.

4.  Earn Your ‘People Love Us on Yelp’ Stickers.

Companies with consistent high ratings get free ‘People Love Us on Yelp’ as proof of their perfect online reputation. Once a business earns this ‘badge of honor, customers familiar with Yelp will trust this business more and visit more frequently.

5.  You can ask reviews to be posted on Yelp through subtle ways.

Yelp recommends that entrepreneurs to add the URL of their Yelp business page onemail signatures and business cards to let customers they’re on the review site. This is a more understated way to request a customer to look at your Yelp page and write a review.

6.  Yelp used to pay for reviews.

When Yelp was just starting, they paid for reviews outside the San Francisco area to get more people to visit their site and pull up their search engine rankings. This strategy was abandoned, however, when Yelp started to grow and became more popular.

7.  Customer service has the greatest pull.

When people grade a business, they put more value on customer service than the quality of the merchandise they bought. This proves that engagement and service levelsare more important in terms of building good relationships with customers. Put more attention to the way you conduct customer service to make people more aware of your good qualities.This can persuade them to come back.

8.  For every star you earn, there’s a 5-9% increase in profit.People naturally want to go to stores, boutiques and other commercial establishments with high ratings. When your 3 1/2 star rating becomes 4 or 4 1/2, more customers will patronize your store. If they’re satisfied with your overall service, they’ll become part of your regular client base.

9.  Yelp is inclined to invite reviews for independent businesses rather than chains.

Independent businesses get more reviews than chains because their service tends to become more or less uniform. This is because chain businesses have an overall management committee who keeps tabs on the way things are run on each branch. Independent businesses, on the other hand, have varying reviews because they are managed by different people with different approaches to how they run a business.

10.  Entrepreneurs can approach Yelp about ‘inappropriate’ reviews.

When businesses receive malicious reviews, business owners can contact Yelp and dispute over the review. Entrepreneurs can communicate with the reviewers, if necessary.

11.  Yelp advises businesses not to sue over bad reviews.

Negative reviews, especially fake ones, can make tempers boil until the entrepreneur is forced to file a lawsuit against a reviewer. Before starting legal action, Yelp advises to let cooler heads prevail because undue attention will be given to the review in question. This will make customers stay away from your store more and bring your revenues down.

Businesses can earn more revenue with Yelp if there are more positive reviews than negative ones. What you can do to yieldpositive reviews is to continue providing reliable service and fine products for your customers.

 

References:

Mashable.com

Yelp FAQ

Making Businesses Available for Customer Communication

How to Increase Visibility when Customers Need You

It’s hard to keep up with day-to-day operations, meetings, client talks, and customer service all at once. We can only attend to one thing at a time to effectively accomplish any task. But, aren’t customers the most important aspect of any business? Without them, there would be no business to take care of at all. This is why entrepreneurs must set aside some time to personally attend to customer matters. Customers feel more treasured when answered by the owner of the company, rather than the support staff.

Place your email on your company website and designate a personal Twitter account where you can be reached. This will enable customers to easily contact you about their concerns and complaints. When customers try to reach you, they either had a wonderful experience or a terribly disappointing one. It is rare to find a person willing to contact a business they have issues with. There are far more customers declaring about their dissatisfying experience. They may even post their protests on social networks.

Listening to what your customers are telling you opens up a realistic view of what goes on in face-to-face customer engagement. With their commendations, you gain pride that you’re doing a good job. Complaints, on the other hand, can lead to improvements you haven’t been able to think of on your own. Flaws in business processes can be made known to the owner this way, which is particularly advantageous to quality management projects.

It is important for entrepreneurs to promptly reply to each customer email. This has the additional benefit of gaining a reputation of being communicative and easy to contact. This is especially beneficial in the social networking sites, where the owner can personally reply to comments. Relying all the time on the customer support team can make an entrepreneur unaware about the fine lines on customer engagement. Keeping a finger on the pulse of your customer service campaign makes you fully aware about the state of your customer service campaigns.

A business should be more than about profit. It should be about teamwork as well, with an emphasis on striving for customer satisfaction. Mix that with a healthy attitude about mistakes and failures, for without them, improvement is impossible. Once attention is focused on customer communication and service, everything else will follow.

 

Reference:

INC.com

Lifelong Commitment to Social Media

Gary Vaynerchuk’s Take on Customer Service in the Time of Social Media

Social media, according to Gary Vaynerchuk, needs a long-term commitment, not a one-night stand with immediate gratification. When entrepreneurs go into social marketing, they should not expect huge returns on investment as soon as they first create their Facebook, Twitter or Google+ company page. Like any relationship, an entrepreneur should nurture open and communicative dealings with customers to establish their presence online.

In fact, Vaynerchuk says one must go Jetsons and venture into social media, the future marketplace. Combine it with Flintstones’ attitude to small-town values on business-customer relations, and entrepreneurs are well on their way to success. Not paying enough attention to customer service online will make it hard for business to make it on social networking.

Things were easier in the old days when people set up their business. They strive to connect with customers who come to their store and take care of these customers well so they will keep coming back. Satisfied customers will spread the good word about your store. Soon enough, you’ll have a steady, regular clientele to serve every day.

Getting customers is different with social media. You cannot easily win customers with the usual smiles, greetings and how-can-I-help-yous in online interaction. To win them over, you’ll need the following: (1) a well-designed website, (2) customer-friendly networking pages, and (3) an engaging blog. You need to update your pages with quality content at least three times a week to continue charming customers. Not updating can mean failure for your web marketing strategy. The long and short of it is, you have to invest time, money, and effort in social media.

Giving social networking less than 100% commitment can draw losses for your campaign. A short-term commitment will not provide you the customer base you want to achieve. For example, you set up a social media page and neglect it after a while. Customers who got interested in your initial campaign will be disappointed and move on to another business, which might be your competitor.

This drives us to think it’s not only vital to reach out to customers online. It’s important to keep tabs on the competition as well. Competitors who manage to use social media successfully have an edge over you and might overtake you if you don’t put your act together. The most practical way to ease out the competition online? The solution is building and nurturing good customer relationships online. Your happy customers will serve as your testimonials and their positive reviews will make your business flourish.

Follow Vaynerchuk’s advice and make a strong commitment to social marketing. Go Jetson on your business and advance to the social media future. Keep your Flintstone customer values and you’ll do fine on the Internet.

 

Reference: INC.com

Responding to Negative Reviews the Right Way

Protect Your Online Reputation from the Effects of Negative Reviews

Finding a negative review of your business can be distressing. The reflex reaction is to ignore the review and move on. This is a mistake that will backfire once you search your business and seepages dedicated to results that show reviews like these:

  • Don’t trust Business X. It’s a scam!
  • How Disappointing Business X Is!

Damage control can get worse if you don’t take action after seeing even one bad review. To avoid this scenario, entrepreneurs should create accounts in all review sites where they’re mentioned. This will allow them to monitor the positive and negative comments about their company. Close tracking will allow you to immediately reply whenever a negative review is posted.

Make your profile look well-appointed, as customers are likely to check your profile to see the reviews about your products and services. A well-designed profile can enhance your online image and increase consumer trust.

Many consumers now check for product reviews before transacting with a business. They want to make sure they’re spending their hard-earned money on high-quality goods that will be useful for a reasonable amount of time. This makes it imperative for entrepreneurs to ensure customer satisfaction while guarding their online reputation.

Letting one bad review fester can tarnish your pristine business image. Make sure to take action with diplomatic reactions that are prompt and properly phrased. There are review sites that allow a business to reply back to comments. Use this feature to answer destructive comments that can hit your enterprise hard. It is important, however, to be careful on how to phrase your answer. You want your business to be seen as solicitous and open-minded enough to make reparations, not defensive and bitter.

A terrible review can make you feel disheartened. Accept it and handle it objectively. Create a personalized response will would humbly convey your apologies, explain your side on the matter and make compensations, if necessary. You can offer to exchange the product for more satisfactory items or refund the offended customer for the trouble.

Always remember that a negative review shows you how things can be better improved. You might have scored a little low on customer service. Why not provide trainings and refresher courses for your staff? Customer passed from one staff to another? Maybe there’s something wrong with the workflow. Complains about a defective product? Ask the customer if they want a replacement or refund.

Proper communication is the key to improve your relations with your reviewers. There are some cases, however, of inaccurate reviews and black propaganda arranged by your competitors. In this case, you have to find evidence that the transaction is completely untrue. Approach the review site administrators with your proof and ask them if they could take down the libelous reviews. On the occasion that the bad reviews are not taken down, ask satisfied customers to post reviews on the sites you’ve been blackballed. A stream of good reviews will help neutralize the effects of those bad comments against your business.

Do not ask people to post positive reviews in exchange for cash. That tactic is not only prohibited by the provisions of the Federal Trade Commission, but also flies against ethical business practices. No amount of money can erase a reputation further blackened with the scandal of ‘pay-per-review.’ This will just continue to make you look bad in front of customers.

Bad online reviews cannot spell doom for your online marketing campaigns unless they’re very pervasive and cannot be controlled anymore. What you must do is to strive to defuse the damage with good reviews requested from customers who liked and loved your service.

 

Photo Credits:

Netwirks.com

Double-Crossing.com

Who Do We Listen to—Peers or Influencers?

“Awareness is fine, but advocacy will take your business to the next level.”
– Joe Tripodi, Chief Marketing Officer of Coca-Cola

When it comes to recommendations, who do you believe more? The personality with thousands of Twitter followers, the review you read the other day, or your neighbors who tried the same product you’re interested in buying? Chances are, you’ll listen to your neighbors because you know them personally and encounter them almost every day. According to Crowdtap’s study on peer influence, “it’s our close network of peers not those with a high influence ‘score’ who we turn to for recommendations for making most common purchasing decisions.” (sic)

Does this mean influencers don’t have that much persuasive power anymore?

Influencers still have clout, especially on fans. People who idolize famous personalities are intrigued with their celebrity endorsements from garments and accessories to food and causes. Those who are rather indifferent form their own opinion and don’t necessarily pick up what celebrities promote. They prefer to ask for reviews from people they know, such as family, friends and acquaintances.

In fact, 92% rely on advice from people they’re familiar with. There’s even a large difference between personal recommendations and online reviews, which stand at 70%. This is because some reviews can be falsified, or solicited by other businesses that want to blackball another company. In addition, product suggestions from people we know are far more persuasive, as they have used the merchandise firsthand.

This makes word of mouth much more effective than an influencer’s promotional posts. Customers who have been satisfied with a product or service become positive supporters of your business.

They spread the good word about your merchandise until their friends tell the same thing to their own acquaintances. This acts like a ‘virus,’ which would make many people find out how good your product is, according to so and so. Consumers looking for high-quality products will now know where to look and come to your store, generating leads for your business. Once you positively interact with the new customers and cultivate a relationship with them, they’ll tell more people about your business. This cycle will continue on and on.

Giving product advice on social media is also indicated as more effective than suggestions given on conversations or phone calls. This is because it is easier to remember recommendations when you see it posted on your account. We think about many things every day and there are some instances when we forget what we talked about with a friend the day before. This explains why online recommendations from our loved ones work more.

Reading about a product online can persuade us to check out more details. It can whet our curiosity, but this does not necessarily push us to buy. We usually look up more articles before we make a decision. If we’re persuaded with enough good reviews, then that’s the time we go to the store and buy the merchandise. This is the same situation we encounter when we see advertisements. We search for more articles or ask for advice from friends on whether we should spend money on that product.

Hearing someone advocate a product, though, will not necessarily drive us to go to the nearest store where we can find it. We may become interested, but we generally ignore the promotion. Fans, more or less, are the ones who believe the endorsement first. This is because we trust the people we know more than those we see online.

 

Reference:

Mashable.com

Word-of-Mouth Picture: UBC Blogs

Strutting Your Stuff and Getting Your Audience Involved

Attract Your Target Customers for Customer Engagement

Writing great content is worthless if there’s nobody reading it. Make sure your content reaches your target audience with the help of social media.  Before you do that, though, you must study which social network to join. You should determine what group of people you need to engage. Are your products for the teen crowd? Or the 21-35 age bracket? Where are your target customers active? Chances are they’re on Facebook with its 800+ million users. Are they more sociable on Twitter? Maybe they’re on Google+ or Pinterest.

Find out where your customers hang out online with surveys asking what social networks they belong to and how long they stay there. When are they usually online? What do they like to see from your page? Can they be interested in articles written about this topic or so? If you are particularly close to your customers before you go online, they are more likely to join you on social media. This is why offline customer engagement is still more important than online customer service. There’s more face-time and actual conversations. Lasting impressions are triggered with close contact as well, which is not much encouraged online.

Creating accounts in social networks where your customers frequent isn’t enough. You must be prepared to be committed to posting at least three updates every week to ensure your customers will continue reading your content. Make sure that you provide quality content every time to keep them interested. One way you can do this is to check out successful companies in your field with social marketing campaigns. Examining their social media pages can bring you insights on what kind of content works. Figure out how they engage their customers. Learning from them will help you create a feasible strategy to establish a strong online marketing campaign.

Found that your content doesn’t rock as much as you think it does? Browse the comments page and see whether there are some remarks you can work on. Maybe your articles need to be professionally edited for stylistic mistakes. It might be that your pictures are not sharp-looking enough and your videos may not be that exciting, too. It is better to let an editor, as well as a member of your target audience, examine your content first before you publish it. This way, you’ll make fewer mistakes and churn out better content. Once they see that you’re consistent with the quality of your content, they’ll be more encouraged to regularly check your page for updates.

Combine pictures and videos with your articles. Writing blog posts are great, but providing only this type of content can get boring. Why not experiment with meme creation? A picture’s worth a thousand words and a picture with a fitting and funny caption can draw the number of eyes you want on your page. Videos, if made right, also attract a high number of interested viewers. Watch business videos that generate the highest view count. What do they all have in common? They’re short but they get the message across in a creative way without seeming hurried or lengthy. Study and adopt the techniques they use to create successful videos. You’ll enjoy the same triumph if you manage to follow the right formula.

In addition, why not experiment with other types of content? If you have good speaking abilities, a podcasting channel may be right for your marketing needs. It has proven to be effective for various businesses with many subscribers swearing by its benefits. With podcasting, you can reach busy professionals, working mothers, and other people with less than an hour’s free time every day. All you need is a properly working microphone, sound equipment or computer, and you’re on your way to starting your first podcast session.

Providing high-quality content, however, does not necessarily mean hundreds of customers waiting to read your content. You might have readers, but they’re small in number and do not give you enough exposure on the web. What you can do is to take care of the customers you’ve got. Interact with them well. Sooner or later, the fans and followers you’re looking for will come to your page. They’ll post questions, comments and click ‘Like.’

Sustain this pace with engaging answers. Make them feel that you care enough to listen to their opinion about your merchandise, store, employees and work strategies. If you meet them at your store, chat them up and make them feel comfortable. Back up your online marketing strategy with reliable face-to-face customer service.

The secret to getting customers to check out your page is to provide unwavering online service. You must be ready to promptly answer their questions. In fact, you should take a step further and take a look at their profile pages as well. Like and share content you find interesting. Followers will be touched and pleased to realize that you like the content they post. This will make them continue to reciprocate. Continue doing this and you’ve got a cycle of regular customer engagement. You’ll have good relationships with them online, get more customers through word-of-mouth marketing and win more sales. A win-win situation for everyone.

 

Reference:

JenniferHerndon.com

Customer Service in Social Media

How Online Customer Service is Good for Your Business

You’ve successfully created social media pages and attracted a lot of followers. One day, you signed in and saw some inquiries from a customer about a faulty product. As you do not know what to do, you ignored the questions and turned to the contact center to solve the problem. Days passed and the customer felt neglected. This made the customer complain about bad service, which further worsened the issue.

If you were the boss, how would you have solved this matter?

Customer service is not just served face-to-face or over the phone anymore. It can be delivered through your social media pages, too. For example, look at how Cathay Pacific, an airline, handled an inquiry and two issues:Notice when the customer shout-outs were entertained? The replies are prompt and phrased in a polite manner. This helps appease boiling tempers. Figuring out solutions and advising customers online is more convenient than speaking to customers on the phone. A few taps on the keyboard and a mouse click, and you’ve managed to respond to your customer.

This is why you need to train your customer service staff in responding to inquiries and complaints using social media. There’s a sense of urgency when a customer complains on a social network, and quick replies can smoothen out a potentially harmful situation. This damage control method is more effective than contacting a customer days after an inquiry. It diminishes the destructive effects and the nightmarish PR efforts needed for entrepreneurs to neutralize a sensitive issue.

If you provide good customer service online, satisfied customers would……spend more and tell at 42 online about the satisfying customer service they received. This results in huge returns for your business if you start engaging customers online, instead of relying only on traditional means. Making your customers feel cared for will encourage them to do business with you. Additionally, this makes them feel comfortable dealing with you because you assured them that you would serve their requests in a timely and courteous manner.

Cultivating good customer relations online earns you a good reputation among your followers. They will be further encouraged to write positive reviews about you. Once other people see these reviews, they will be more likely to buy your products and services. Companies with a good image online drive more traffic to their website and promote further customer engagement. Customers are more content and businesses earn more profit; a win-win situation, all around.

Customer service has long moved on from sending letters to the manager and irate messages to the contact center. Now, social media gives customers a more effective way to reach entrepreneurs. Business owners who ignore this development will earn a bad reputation for not responding to customer inquiries, complaints and other concerns. You have to perform extensive reparations if you don’t keep providing good customer service through the social networks. You can prevent these problems if you promptly and politely reply to your customers’ questions.