In today’s “always on” digital landscape, responsiveness is the name of the game for customer service. People are flocking to the platforms where they know they’ll be heard and, more importantly, where they know they’ll get a response. That’s why we see that Twitter has become a prime avenue for customer interaction with companies.
For example, Tesla CEO Elon Musk was in the giving spirit this holiday season, sending out a Christmastime tweet that thanked customers and asked them how the company could improve. It wasn’t simple lip service, though.
Wanted again to send a note of deep gratitude to Tesla owners WW for taking a chance on a new company that all experts said would fail.
So much blood, sweat & tears from the Tesla team went into creating cars that you’d truly love. I hope you do.
How can we improve further?
— Elon Musk (@elonmusk) December 26, 2017
Musk took the time to respond to each reply, acknowledging each user’s needs and pledging to take action to address concerns. With a series of refreshingly personal tweets, he gave other business leaders a master class in social media customer service. Unfortunately, it’s not always such a positive interaction that puts a company in the spotlight.
More often than not, customers are taking to social media with complaints. Because people are reaching out directly — and publicly — on social media, it’s imperative to have a plan to respond to complaints in the right way and via
Read more here: https://marketingland.com/respond-customers-get-sour-social-media-233605
