Customer service in the digital age

2.  The impact of one poor Customer Experience cannot be contained anymore. You consumers live on Twitter and Facebook. They have the power to stream every experience live to the whole world. The repercussions of ignoring the power of social media to make or break your brand’s reputation can never be sufficiently overstated. And these repercussions are the worst in industries where at least one of the customer touch points is face-to-face.

3. Instant gratification is the order of the day  Thanks to the social media led culture of quick service, immediate answers, and constant, instantaneous feedback, digital natives are lower on patience than any generation before them. And rightfully so, because they are also busier than ever before. Waiting for three days for the technician to arrive to resolve a broadband issue is no longer acceptable, quick service restaurants have never needed to be this true to their name, and not taking action on an angry customer tweet for 24 hours is just not an option anymore.

4. Control the urge to ‘set the record straight’  Customer Service and Experience are subjective, like most human interactions. Several factors can be at play – from cultural and generational nuances to the customer having a bad day. You may not agree with the feedback you get but at all costs, avoid public disagreements or worse, mud-slinging matches. Pick up the phone and talk.

5. Embrace bad feedback  As Jay Baer of Convince and Convert says, “The most overrated thing is praise.” But remember, customers are more likely to share a negative experience than a positive one. According to a study, one 1 in 26 customers lodge a formal complaint. The rest just change brands.

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