If you’re not using social media for customer service, you’re asking for crises
Without a doubt, upset customers are one of the leading, and most preventable, causes of crisis. While social media should be enabling organizations large and small to communicate on a personal level with the people who hand them their hard-earned money, too often it’s used purely as a marketing vehicle, if at all. Today, a customer tweet that gets no response is as bad as someone calling your office number and getting no response. Oh, except there are no “office hours” for social media.
The most successful businesses in the world have dedicated people working their social media customer service departments, and this infographic by Bluewolf will help you understand why:
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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]
Jonathan L. Bernstein, founder and Chairman of Bernstein Crisis Management, Inc. has more than 25 years of experience in all aspects of crisis management – crisis response, vulnerability assessment, planning, training and simulations.
Erik Bernstein is president of Bernstein Crisis Management. Erik started with BCM in 2009 as a writer and subsequently became social media manager for the consultancy itself as well as for a number of BCM clients before moving to the president position.