A company’s customers are the driving force behind their success or failure, so does that mean that they are always right? Well, sort of. While a business should never change its main purpose, it should be willing to change in other ways. After all, without a demand for a company’s products or services, it wouldn’t exist. 
There is a fine-line between trying to make all customers happy and listening/responding to feedback. If a brand is simply bending over backward to keep all of its clients content, it may be sacrificing too much. Instead, the goal is to create an atmosphere of open communication between your company and customers to ensure that both sides are being heard. Enter in social media, one of the best ways to achieve this.
While there are many ways the businesses can spur an open flow of communication between themselves and their customers (such as newsletters or fliers), social media offers real-time, first-person responses for every inquiry or comment that may come your way. It has been proven to increase customer service standards within businesses and acts as another way for customers to feel connected and engaged by your brand.
More than 70% of customers go online if they have an issue with a business’ products or services, which is why implementing social media networks, such as Twitter and Facebook, can be extremely beneficial for companies looking to make their customers feel heard and understood. Companies, like Delta Airlines, have increased their online presence and improved their customer satisfaction rate by using social media to respond to customers 24/7, making it a win-win situation for businesses who do the same.
So while the customer may not always be right, the goal is that they feel that they are taken care of and that their needs/concerns are heard and responded to. Customers’ feedback can also be an invaluable source of knowledge for a company who may not see an issue until the public establishes that there is one.
For more information on how to work with customers, contact Three Girls Media today.
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Three Girls Media & Marketing Inc. is a public relations and social media management agency with teams in Silicon Valley and the Seattle area. We love working with small and emerging companies across the nation to raise their brand awareness and name recognition. We offer a complimentary 30-minute phone consultation with our CEO and can answer your questions and discuss your specific marketing needs.
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Photo Credit: Dell’s Official Flickr Page