INFLUENCE OF THE SOCIAL CUSTOMER

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© 2014 Market Analyst, LLC. All rights reserved

© 2014 Market Analyst, LLC. All rights reserved

DAWN OF THE DIGITAL AGE

© 2014 Market Analyst, LLC. All rights reserved

© 2014 Market Analyst, LLC. All rights reserved

The explosion of social media has forced the evolution of customer service. With it came the rise of a new customer – one who can topple even the strongest of brands .

The new found customer is known as

THE SOCIAL CUSTOMER

THE SOCIAL CUSTOMER

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PROFILE OF THE SOCIAL CUSTOMER

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SOCIAL CUSTOMER & BRAND EXPERIENCE

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© 2014 Market Analyst, LLC. All rights reserved

LISTEN TO THE SOCIAL CUSTOMER, EVALUATE & DETERMINE IF YOU CAN ADD VALUE.

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EXPECTATIONS ARE HIGH

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In today’s age of constant connectivity and instant solutions, social customers demand and expect immediate assistance at any hour of the day.

© 2014 Market Analyst, LLC. All rights reserved

Social media provides an instant connection.

WHEN RESPONDING TO A SOCIAL CUSTOMER, ORGANIZATIONS SHOULD:

• STRIVE FOR FASTER RESPONSE TIME• BE PROACTIVE, NOT DEFENSIVE• SUGGEST A SOLUTION TO THE PROBLEM• BE HUMAN, APPLY HUMOR• THANK THE CUSTOMER, GET FEEDBACK

© 2014 Market Analyst, LLC. All rights reserved

© 2014 Market Analyst, LLC. All rights reserved

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