In an age where everything is online, it’s more important than ever to make sure you have good customer service. Brands are under more scrutiny from the public because of social media, which is why we’ve compiled a list of “do’s” and “don’ts” for you on how to interact with your customers on the internet.
Do remember to be friendly. Nordstrom’s is very good at interacting with their customers in a way that makes them feel like a familiar friend rather than a clothing store. This creates trust with the customer and ensures they’ll come back to you for their next purchase.
Don’t avoid negative reviews. If you get a negative response from a customer, it’s important to turn it around as quickly as possible. Because of the power of social media, one unhappy customer could have a big impact on the way your company is viewed. Which is why it’s important to respond to the negative reviews as quickly as you respond to the positive ones.
Do try to provide a solution as quickly as possible. American Airlines handled things beautifully when when one of their customers was concerned about making his connecting flight. The airline ended up holding the flight for him and his family. When he and his family arrived, the gate agent sweetly announced “The Silberbergs have arrived. We have been waiting for you.”
Don’t forget your sense of humor. A few years ago, Weight Watchers noticed that comedian Ana Gasteyer was tweeting them funny questions about their brand. Because they were paying attention, they were able to turn a genuine brand advocate into a paid spokesperson for their brand.
The way you interact with your customers on social media is vital for your brand’s image. Making sure you respond in the most helpful way possible can turn even the worst situations into success stories and create a loyal fanbase of customers that keep coming back.