Well, it was only a matter of time before I came up with an acronym to describe how I see Customer Service in the Social Media world. Everyone has to have their own take on how they see the universe they operate in, so I came up with my own.
So, here it is:
L is for Listen: listen to what your customers are saying, listen to what they are not saying as well. Just listening for mention of your brand or social “handle” is not inclusive enough. You need to broaden the satellite to listen for key words or phrases that are used to describe your business.
E is for Engage: As Brian Solis has said. “Engage or Die”, I truly believe this. If it were up to me I would engage in just near 100% of the posts we pull in. I know the criticism can be daunting and i may seem like that’s all there ever is, but just wait, you will find the golden nuggets (oh and by the way, when you have that much negativity that means there is a bigger problem that needs to be solved).
A is for Adjust: after you have “Listened” and “Engaged” it is time to learn from what you have heard and done and adjust your team, your business your self to better optimize what you are doing, seeing and hearing.
D is for Deliver: do what you say you are going to do, follow-thru, “Deliver” on your promise and your customers will Love you for it. Pay Attention just a little bit more, pay attention to the details and you will be amazed at what can happen.
Let me know what you think.