9 Ways Top Brands Use Social Media for Better Customer Service | Mashable
Rohit Bhargava is SVP of global digital strategy at Ogilvy, an award-winning marketing blogger and the best-selling author of Personality Not Included, a book about creating a more human brand. His is currently writing his second book called Likeonomics on how to be more believable.
When an irate traveler tweeted about how he had arrived late to The Four Seasons in Palo Alto and been “bumped” to an inferior room, the hotel saw it immediately and responded, promising to make it up to him. Turns out, the customer spends about 60 nights a year in Palo Alto for work, and promised in his next tweet to spend many of those nights at The Four Seasons.
The brand has had several similar stories posted online by delighted customers, and they are exactly the kind of successes that justify the investment in social media for customer service (which, in turn, drives sales).
Oct. 27 was the first day of the Social Media for Customer Care Summit in New York, a gathering of some of the largest brands in the world focused on how social service can be leveraged more effectively. Nearly every brand was struggling with the same three big questions, which became discussion topics and hashtags in their own right:
- How can customer care better integrate with other functions across a company, like marketing? #integration
- How can an organization take the efforts of one or two pioneering individuals and employ it brand-wide? #scaling
- How can social media be used to mitigate negative posts or a brand crisis? #crisis