What I’m about to write is not a new concept, but I’m hopeful it will help us regain enthusiasm. When the idea of providing customer care through social media came about, the air was filled with the excitement of possible uses. One of those uses is as a retention vehicle.
Keeping customers, as we’ve discussed before, is much less expensive than attracting new ones. If you have a marketing department, I bet they have lots of research to share with you on the subject. So how do you keep customers from leaving? What if you could get early warning that they’re thinking of leaving, and save them right before that happens? Well, in days past, companies weren’t necessarily privy to those conversations. But fast forward to this wonderful “sharing” age of social media, and you can listen in on plenty of public conversations happening about your brand. What do people like? What makes them mad? Who’s thinking of leaving?
Wow, we can hear when people are thinking of leaving? Yes, we can. And what should we do with that information? Well, I think we ought to dive right in and understand what’s not working for our customer, and get to a place where it’s working. Really, really quickly. That makes sense, right? So the last post I wrote, “Connections Into Social Customer Support,” would apply here as well. That quick connection into your retention department (whether your retention department is thousands of people strong, or just Suzie, from down the hall, towing the line on her own) matters not. What matters is making sure that when your customer says he’s had one or more experience that makes them want to leave, someone with the authority to make that customer better reaches out to provide assistance.
This may seem like we’re training customers to come to social media and complain. And maybe more will. But those may be the people that were just going to leave without saying goodbye. Demonstrating your willingness to assist customers in a public environment sends a strong message to all watching that when customers express frustration, your company reaches out to acknowledge the customer concern and attempts to make things right.