Tagged 'Customer Care'

Using CRM throughout the Customer Life Cycle

Posted by Jason Elkins on March 25th, 2013 at 2:57 am

It’s a simple truth that customers should be at the heart of your business and that providing exceptional customer service is essential if you are to grow and succeed. In a recent blog I explored this truth further and looked at the ways CRM solutions can be used to provide great customer service but also, deliver those experiences that will keep customers coming back again and again.
The blog highlights how CRM can be used to manage each and every interaction with a customer. It also sets out how, through understanding the customer life cycle, it is possible to deliver a fantastic experience at each stage, helping to build solid and profitable relationships.
Naturally every company’s customer life cycle is different, the journey for a bank’s customer is likely to last year’s if not decades, whereas a retailer may be able to complete the entire cycle over a matter of months. What is important however is to understand how CRM solutions can be mapped to the cycle, to ensure relevant messages are delivered at the right time to increase the potential value of a customer.
So if you would like to learn more about the value of CRM to the customer life cycle,... Read more

Social Media Complaints, the Do’s and Don’ts

Posted by Rob James on January 21st, 2013 at 9:21 am

Social Media Complaints, the Do’s and Don’ts
It’s becoming increasingly important to be able to effectively field social media complaints;
with businesses expected to have a strong presence on different social networks, neglecting
customer problems can make you look uncaring, and can lead to significant publicity damage
if not handled correctly. In this context, it’s vital that you respond promptly to social media
complaints, and that you take precautions to avoid embarrassing leaks, and messages that
break with company policy. With this in mind, some do’s and don’ts to consider for your
social media complaints include:
Respond as Soon as Possible
Any complaints that aren’t picked up on the same day can quickly escalate, and can be
viewed as a sign that you’re not responding to complaints. Have someone in the office who
checks different feeds, and is well acquainted with your company’s policy on how to deal
with different queries.
Use Alerts
If you have a presence on multiple networks, consider using a web app like Google Alerts,
which can be a useful way of notifying you when something new is posted to your feed;
having Google Reader and other metrics programs installed can also allow you track activity
across your different social media platforms.
Apologise if Necessary
Sometimes problems can be the result of human error, or... Read more