Satisfaction tv series on demand12/28/2022 "All of this is going to shift to social media, whether we like it or not. They text like crazy, they Snapchat, they Facebook, they Instagram, they Tweet, they never use the phone," he said.Īs a result, company call centers-a big feature of corporate client satisfaction – "are not going to be very busy" a few years from now. "You're welcome to continue to use the telephone and the email, but here's the thing: Technology never goes backwards," he added.īaer cited the experience of his two high-school age children, both of whom have smart phones but "the one part of that device they never want to use is the phone. So is it safe to broadcast your grievance on a social media channel? Baer suggested you "never…divulge any personally identifiable information in a public social media setting."īaer said once you're having a social media interaction with the company, you can include any detail unique to your situation, "using the private messaging function that's available on each of those social platforms."Įmail or dialing a hotline is still a preference for some, but may yield diminishing returns in a technology-centric world. He said retail, hospitality, restaurants, financial services and health care are among the industries adding social media teams or shifting workers away from traditional customer service "call center" roles. īaer, however, said that lack of expectation is an opportunity for businesses. That drops to just 42 percent when the message is sent via social media. They are in fact using it as a replacement for the traditional telephone and email."Īs it happens, customer expectations for a timely reply from Facebook or Twitter are fairly low.Īccording to Baer's research, customers expect a company response 91 percent of the time, compared to 89 percent of the time when a complaint is sent by phone or email. About half the time people contact businesses in social media, people expect a response. "Just about every kind of company has customers using social media and ratings and review sites to interact, punish or praise those brands" digital marketing expert and author of "Hug Your Haters: How to Embrace Complaints and Keep Your Customers,"Jay Baer told CNBC's "On the Money" recently.īaer said actual tweets or Facebook posts that were legitimate calls for satisfaction compared to angry rants were "about 50/50.
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