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For those of you that know the answer, it is easy and for those of you that do not, you really need to pay attention here.
It is simple. The answer is just two words, Social Media…
Because of Twitter, Facebook and other social media sites out there, good news and bad news is going to not only travel fast, but in volumes and with ease like has never been seen before other than perhaps when our grandparents lived in small towns and everyone knew what was going on almost immediately.
With the advent of mobile devices having instant access to the Internet, potential customers and customers alike will be able to instantly find out if you are worth spending money on. And if you suck at customer service, you will not survive period.
Those businesses that do have great customer service, will thrive and wipe out their competition in a relatively short period of time as their competition dies on the vine wondering what the hell happened to all of their customers.
This is especially true for Brick and Mortar companies. And for those those that still don’t have a decent Website or a Social Media game plan, they are going to be history in short order.
While it is true that you may end up facing some undo pressure from the customer, who let’s all just say it out loud, is an Asshole from Hell when they go on a rant, most smart customers will recognize them for what they are and they will be ostracized and their opinions will not be held in high regard.
So, if you have not gotten off your duff and gotten your Social Media program together, then you really need to get your act together and quickly and beef up your customer service. Because good, bad, or indifferent, news really is going to travel like lightning and you need to keep an handle on what is being said about you and your company and respond to it and fast.
But the best defense is truly a good offense and that is simply treat your customers well! If you have not seen this yet, here is a 5 minute introduction to Twitter.