As a small business owner, you already know that superior customer service is the key to customer retention and growth. Times are changing though, as consumers increasingly use social media to communicate with businesses. This means responding quickly and efficiently to customers offline AND online. Prompt online customer service pays off: 71% of consumers who have a good social media service experience with a brand are likely to recommend it to others.
A Harvard Business Review study reported that the #1 most important factor in customer loyalty was a reduction of customer effort. One-third of consumers report that phone/voicemail is the most frustrating way to communicate with businesses and turn to social media. Despite spending more time on mobile devices, that time is spent more on social media platforms like Facebook, Instagram, and YouTube. Small businesses with vibrant and engaging social media platforms enjoy higher customer retention and referral business.
Before jumping on the social customer service bandwagon though, businesses must be ready to commit to speedy, convenient and effective service. Failing to do will likely send customers running. Over half of consumers surveyed say they have stopped doing business with a company due to poor customer service, and this includes poor response time on social media. Conversely, consumers report a willingness to pay more for goods or services if a company has a reliably fast customer service response time.
Want more information on why social media is important for small business customer service? Read the full article here.
Whether you're ready to launch your social customer service efforts or just starting to monitor your social reputation, our marketing team has over a decade of experience in social media marketing strategy for small businesses. See why our clients stick with us!