Customers love telling about their experiences. They tweet about the latest movie they saw. They Facebook about their favorite restaurant. They Instagram pictures of new purchases.
Just think about the latest thing you bought on Amazon. Did you read the product description or go right to the customer reviews?
“Companies that aren’t embracing social media today are missing out on huge opportunities to capitalize on the voices of their customers,” says Ron Kaufman, author of The New York Times best-seller Uplifting Service.
“Companies should be saying to their customers, ‘If you did not enjoy our service, please tell us. If you did enjoy our service, please tell someone else,’” says Kaufman.
The goal: Keep them spreading great things about your company while bringing their complaints only to you. Kaufman offers six tips:
1. Make it easy for them to go social
Hotels routinely send emails to customers that include a link and a c...(register to read more)