If one of your customers was walking down your street yelling about your business, what would you do? You’d probably respond by going up to them, ask some questions, what their name is, when or how they purchased your product or service, and ask what you can do ensure they become a repeat customer.
The same applies to social media today. How do you respond? When should you respond? What should you say to make the situation better, not worse?
The fact is your customers are screaming, and creating their own dialogue about your business via the internet and social media. Customer mentions, reviews or criticisms about your products and services, whether good, bad or ugly, need to be responded to personally and professionally, and immediately.
In fact according to this article, 42% of customers expect a response within 60 minutes, and 32% expect a response within 30 minutes of a complaint on social media.
If responded to professionally and quickly, almost all customer social media mentions can be resolved. Most unhappy customers will appreciate an outreach on social media for corrective action, and once contacted will likely remove any negative commentary.
Unhappy customers are not something to be ignored, but rather opportunities to re-sell your business and increase your sales. A professional social media monitoring and response service can turn #unhappycustomers to #repeatcustomers and #happycustomers to #loyalcustomers.