Can Social Media Replace the Personal Customer Touch?

social mediaHow many times have you heard  “we don’t have to make commitments to speak with our customers anymore, we just text, email, or send them a DM on their Twitter account!”

Really? Is that the only way a vibrant growing business, association, or non-profit communicates with their customers now? How many of our customers are still wanting to live in the “good old days” when you contacted a company you got a real person, or when you entered your favorite store someone greeted and asked to help you?  I am seeing more and more complaints and it has nothing to do with the age or stage!

People are wanting that special touch, along with being in touch on all forms of Social Media too! How can we provide both?  Here are some surprising, startling facts from the Office of Consumer Affairs and American Express that we need to know in order to plan our business strategy. Remember  “without a customer we don’t have a business!”

Did you know:

  • It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
  • For every customer who bothers to complain, 26 other customers remain silent. 
  • According to consumers, customer service agents failed to answer their questions 50% of the time.
  • 80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses.
  • In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person.
  • 70% of buying experiences are based on how the customer feels they are being treated.
  • Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience.
  • On average, loyal customers are worth up to 10 times as much as their first purchase.
  • 59% of 25-34 year-olds share poor customer experiences online.
  • Failing to respond to a customer either by phone or social media is perhaps the absolute worst thing you could do.

The current data supports that our customers of today want to be valued, and appreciated and will even pay higher fees to receive the best experience possible! How you do that depends on the customer.

My company loves Social Media and the valuable contacts, fans, customers, and friends we connect with; but Social Media cannot replace what we still love more which is: hearing their voices, seeing their faces, and enjoying quality time with them to be able to serve them in the best possible way that they so richly deserve!

Getting to know our customers is so important! Can Social Media do that for us?  Lots of times it can get us on their radars, but we still have to take the time to reach and contact them one on one either by phone, in person, Skype, FaceTime or Zoom.  They need to know we are “real people” interested in them first-not just in what they can do for our businesses!

The main part of creating that great customer experience is to make sure we follow-up and do what we promise and commit to them, or they will go somewhere else!
We hope you have a wonderful Fall season and a great rest of the year! Finish strong and keep in mind that giving the best customer experience possible is the way to having more referrals that you didn’t even have to ask or market for!

Sue Falcone
Founder and CEO
Simply Sue Speaks Global Booking Agency

About Sue Falcone

Sue Falcone is the Founder and CEO of the newly re-branded Remarkable! A Speakers Bureau. The Stress-free Way to Find a Speaker! Compelling storytellers. Motivational masters. Best selling authors and award-winning entertainers — we have gathered together the speakers that’ll make your events Remarkable. Those We Serve Include: ● Fortune 500 Companies ● Professional Business Associations ● Major TV Networks ● Non-Profit Organizations ● Major Universities "Trusted by America’s Top Meeting and Event Planners" Dean Waye- Global Techical Sales Manager Contact us at 888-766-3155 and see how we earn the right to be the first phone call for the top event planners around the world!

Leave a Reply

Your email address will not be published. Required fields are marked *