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Strategies for Monitoring and Managing Customer Experiences Online
The April issue of "Customer Service Newsletter" reports on three important aspects of monitoring and managing customer experiences online: tracking customer comments, creating employee guidelines, and keeping negative comments offline.
But the truth is, many companies — smaller companies in particular — are at a loss in terms of what they need to do to establish a social media presence and to monitor and manage what gets said via social media.
In the April issue of "Customer Service Newsletter,"
For a smaller consumer company, she recommends starting with sites like Yelp.com or Angie's List (www.angieslist.com)
People go to these and other sites like them to rate and comment on local businesses ranging from house painters to retailers. Simply go to the site, claim your business, and monitor what people say about you. There are also a number of industry-specific sites that solicit comments from customers.
To follow customer comments on a broader scale, and on social media platforms like Twitter, Facebook, and others, Collier recommends signing up for Google Alerts, which will notify you when your company name is mentioned. You can also use Twitter Search (search.twitter.com)
"But for a more complete picture of what your customers are saying online, you'll have to go to a site or use a tool that aggregates searches from all over the Web," Collier says. For instance, SocialMention.com searches various sites and presents graphics to indicate such things as customer sentiment, strength, passion, and reach. Other search tools are available from SocialSearch.com, Twiogle.com, and Whostalkin.com.
The complete article "Strategies for monitoring and managing customer experiences online," appears in the April issue of "Customer Service Newsletter,"
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For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."