Are you aware of the benefits of social media?
Are you Facebooking and tweeting your customers?
According to a recent article in TTG Live, Michael Fausette (group vice-president of software business solutions for San Francisco-based market analysis company IDC) has warned of the dangers to your business of ignoring new media.
“These tools are extremely powerful. If you are not involved you won’t know what people are saying about and that can be extremely dangerous. People will no longer accept service on your terms; they are looking for real time response.”
Some of the recent examples of how Social Media can have an effect on your business include:
Ryanair Employee Calls Blogger an “Idiot”, And Their Spokesperson Publicly Agrees.
United Airlines' share price plummeted after a musician uploaded a satirical music video – called United breaks guitars – to YouTube after the carrier broke his guitar - click here to read more.
JetBlue was lauded for responding to a tweet by a passenger boarding one of its aircraft – click here to read what they tweeted back.
With the advances in mobile technology your customers can be tweeting from the check-in queue and rating your services as they are using them.
At gem we understand the importance of providing a “real time” customer support service and the need to tailor this service to the particular requirements of each of your customers.
gem is one of Europe’s leading independent providers of outsourced contact centre serviced across email, telephone, SMS, and live chat in 26 languages and providing a 24 x7 operation. We also tweet, blog and can be found on Facebook and LinkedIn. We understand the benefits of using Social Media. So do EA, Expedia and Match.com who are just three of our major international clients.
- Fiona Magee