Small voices, BIG impact
0 comments | 1232 reads In today’s technology space you don’t need to be Barack Obama or the Queen to get heard. Gone are the days when you needed a grandstand and a press following to spark conversation amongst the masses. With a Twitter, Facebook or Google Plus account one status update could end up circulating the globe.
This new landscape creates a more level playing field for small businesses without the marketing and PR budgets of their Fortune 500 counterparts. For once, the benefits and pitfalls of a customer experience going viral are one and the same; meaning customer engagement needs to be positive 100% of the time.
Today, the “Chris King from Sainsbury’s is a Legend” Facebook page has 4,376 likes. According to Simply Zesty, the original Facebook post that sparked this tribute page has over 55,000 comments and has been shared 18,000 times. That’s a massive amount of public approval for Chris’s response to three-year-old Lily’s letter asking why Tiger bread isn’t called giraffe bread.
The fact that Sainsbury’s is getting a mention in this and multiple other articles even six months later is testament to the benefits of good customer service going viral. Conversely, you can find viral videos on YouTube where disgruntled customers have turned their complaints into songs and skits to get community support when customer support has refused to listen. Simply search for #Fail in Twitter and see how many businesses get mentioned for poor customer service.
To capitalize on positive exposure, or to prevent a complaint going viral, it is essential to include social media listening as part of the customer service remit. For this reason, my company includes social media integration in our software, as fantastic support should occur across all channels.
If you’re in the UK, visit a Sainsbury’s to see how they took this publicity one step further and renamed Tiger Bread, Giraffe Bread.
Denise Parker
- About Denise Parker |
Connect:
- 1232 reads
0 comments »
Join the conversation!
MarketPlace
Boost Customer Satisfaction & Loyalty at SCORE 2013
[May 29-31, Boston] Customer experience management (CEM) strategy meets customer operations at SCORE Conference 2013. Topics include driving customer satisfaction and loyalty, employee engagement, customer retention, call center technology and big data analytics. CustomerThink members save $700 off the regular registration fee.
Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?
[June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.
[June 10-13, Chicago] If you are responsible for the results of your company’s website, social media, ecommerce, web intelligence, data strategy, audience research and/or measurement, then mark your calendar. Customerthink members save 15% off full conference passes with code CTKTO15.
[June 10-13, Chicago] PAW's program will feature over 40 sessions with case studies so you can witness how predictive analytics is applied at leading enterprises. Customerthink members save 15% off full conference passes with code CTKTO15.
Confirmit’s Community Conference ’13 – London and Las Vegas
[June 19-21, London; June 26-28, Las Vegas] Attending CCC ‘13 gives you an unrivaled opportunity to understand and address rapid industry changes and discover new techniques that can drive your business forward. Create a tailored agenda that explains how to overcome the challenges your business faces. Take advantage of excellent networking opportunities and face-to-face discussions with thought leaders.
Global Customer Experience Management (CEM) Certification Program
[Sept 19-20, Amsterdam; Sept 24-25, Sao Paulo; Nov 12-13, San Francisco] An internationally recognized program with proven track record of success - being run for 40 times in 17 cities with attendees from 58 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.
Customer Experience Certification
[Sept 24-26, London] If you’re developing a customer experience program or want to review your current approach, join other customer experience leaders for this intensive 2.5-day certification. Presented by Medallia, the global leader in customer experience management. Enter code ‘Cthink’ to save$300/£200.
Voice of Customer 2.0: Creating Change Your Customers and Employees Can Believe In
[Recorded April 25] Despite good intentions, in the majority of companies Voice of Customer programs contribute little to business success. Join us to learn the secrets to capitalize on Customer Experience feedback, so you can drive organization actions that will unlock profitable growth.
Get your event or resource listed in the MarketPlace, reaching 200,000 business leaders monthly.
For more information, contact
CustomerThink advertising sales.
Follow CustomerThink
The Future of Work - Please Give Your Input
CustomerThink is collaborating with Chess Media Group in a study about "The Future of Work" including the use of social/collaborative tools. Please take a few minutes to share your input. As thanks for your time, you'll receive a complimentary copy of the report.
Featured Resources
