Companies that don’t embrace social media today are missing huge opportunities to capitalize on the consumers’ voices, says Ron Kaufman, author of “Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet.”
That’s because consumers can contribute immediately and powerfully to a better service experience.
Social media has become an integral part of the consumer experience, Kaufman says. Yet few organizations fully embrace this new social reality—presumably because they’re afraid of negative comments.
But organizations that don’t embrace social media are missing huge opportunities to capitalize on consumers’ voices.
Members’ voices are vital to your credit union, Kaufman says. “Social media provides an incredible opportunity to engage those voices, to turn one customer’s great experience into an advertisement that attracts new customers and gets current customers thinking positively about you. It’s an incredibly advantageous way to address customer concerns and improve your company’s service culture in real time.”
Kaufman suggests taking seven steps encourage consumers to use social media in a way that will benefit your credit union:
“Companies should be saying to their customers, ‘If you did not enjoy our service, please tell us. If you did enjoy our service, please tell someone else,’” Kaufman says. “Engage them. Tell unhappy customers to come to you via social media so you can make it right and improve your overall service.”