Influence of Social Consumer

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INFLUENCE OF THE SOCIAL CUSTOMER

Market Analyst™www.marketanalyst.net

DAWN OF THE DIGITAL AGE

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

PROFILE OF THE SOCIAL CUSTOMER

SOCIAL CUSTOMER & BRAND EXPERIENCE

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

EXPECTATIONS ARE HIGH

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

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

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Influence of Social Consumer

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