5 Ways to Grow a Culture of Customer Loyalty
Customer Service and Social Media
Social media is getting to be an ever more popular tool for connecting with customers and providing customer service. On the plus side, it can be a positive generator of customer satisfaction and sales. For example @DellOutlet has generated over 1.5 million followers and $6.5 M in sales on Twitter since they first launched in June, 2007. Why? Twitter provides an easy and quick way to for customers to get service . . . and they save money by being alerted to the latest sales!
We got great news today. Ascom TEMS (formerly Ericsson) had CSAT scores of 3.5 on a 5 point scale in their technical support group. They wanted their reps to better understand caller needs, properly classify issues, improve their verbal and written communication skills, and professionally handle upset callers.
