HubSpot recently reported that 79% of consumers who complain to a brand on Social Media, want and even expect a response within 24 hours of lodging their grievance.
The truth is, if you do not respond to a posted complaint within a very short time, rest assured you will not only lose the opportunity to generate repeat business from the complaining party, but you’ll also lose their respect as well as credibility.
On the other side of this reality, customers today also expect a rapid response (along with a special thank you) when they complement you.
Take Morton’s Steakhouse for example
This upscale steak chain delivered a joking customer a free steak at an airport.
The customer had tweeted, “Hey @Morton’s… can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks.”
To the customer’s amazement, Morton’s did just that!
This resulted in a massive wave of PR activity and positive press coverage for the steak chain. The fact that this occurred in 2011 and people are still talking about it today, shows you how crucial positive social customer service can be for you and your company brand.
In light of this, the following steps will help you build loyal customers on your social media platforms.
See tomorrow’s post for the 4 Steps!