Use Social Media to Stand Out from the Crowd

Social Media are mainstream communication channels for Contact Centers and have transformed the way people communicate. Companies are using Social Media to build relationships, find new customers and differentiate themselves from their competitors. It's no mystery that companies who provide superior customer service create loyal customers that buy more, buy more often, buy at a premium, and cost less to sell to.

"Word of mouth" Is still the best advertising. The old statistic of "a happy customer tells 2 people and a unhappy customer tells 10" is long gone. Today, Social Media has taken this to a whole new level, they tell hundreds (on average a Twitter user has 140 followers), potentially millions, with just the click of a mouse and their comments linger on the Internet for a very long time.

The average consumer mentions specific brands over 90 times per week in conversations with friends, family, and co-workers. (2010)

Social Networks are highly efficient and effective mediums; they can reduce costs, increase revenues or completely tank your company.

Mining Social Media for unsolicited customer sentiment and combining it with traditional customer perception studies (mystery shopping, customer satisfaction surveys, contact center performance benchmarking) produce the most comprehensive Customer Experience Management intelligence available.

How important is the customer experience to customer retention and acquisition?

• American Express found that in the US, customers will spend 9% more with companies that provide great customer service. (9% growth in revenue!)
• 66% of customers said they would be encouraged to spend more if there was improved service.
• Why customers stopped doing business with an organization
  • 73% of due to rude staff
  • 51% due to ill-trained staff
  • 55% because issues were not resolved in a timely manner.

One thing has become clear: You no longer own your brand, your customer does.

The Paisley Group’s quality analytics are among the most respected, impact-based customer experience studies available. Paisley has again taken the Customer Experience Performance Benchmarking to an entirely new level.

Service Components: (Contact Us for more Details)

• Targeted Marketing 
  
• Increase Market Share 
• Brand Management
  
• Reputation Management
  
• Customer Retention