In today’s digitally focused world, many of the most common resources for contacting customer service are vastly different from what previous generations used. Many of us now look for solutions via social platforms, such as Facebook Messenger or Twitter, versus in-person or over the phone support. With the advent of social media, consumer demands have been evolving faster than ever, while simultaneously becoming harder for brands to stay true to their customers’ needs.
According to the Harvard Business Review, customers with a strong emotional tie to a brand are 52% more valuable than ‘highly satisfied’ customers. This ongoing shift in customer engagement requires brands to support and promote their values of customer care wherever their communities stand, and today, that’s on social media channels.
Joshua March, CEO of Conversocial, believes social messaging has taken over communication in customer service because of its effortless continuity. You can share a message with the brand, leave for hours, and reply back when convenient. This model allows the customer to provide information at their own pace, satisfying their customer service needs without intrusion. Without these modern skills in customer service, brands have to ask themselves how will their emotional connection, or lack thereof, affect their ability to maintain and grow their business?
Attend this session and learn:
- The challenges companies face in providing successful customer experience through emotional connection
- The approach brands should follow for successful customer experiences on social messaging channels
- How brands can best position themselves to exceed customer expectations, while managing volume at scale, and building a credited customer service community through emotional connection– all through social media