subject: Tire Mechanic And Consumer Clutch Twitter For Communication [print this page] Consumers are becoming more empowered every day, thanks to technology and the power of social media. Reviews, coupons and ideas can be shared at the click of a Tweet or the push of a Yelp!
Having access to communication tools such as iPhones, Netbooks and the vast information flowing constantly via the social internet, such as blogs (e.g. Wordpress), microblogs (e.g. Twitter), social communities (e.g. Facebook) and other niche communities can help both the consumer and the business. For example, what if a customer clutches Twitter as a method to complain about an auto repair experience at a local tire discounter? And better yet, what if the tire mechanic or representative of their business was listening?
Many progressive businesses are genuinely responding to customers who did not have a good experience, right now (at this very moment.) This can not only help the damaged relationship by directly addressing the needs of the customer but it can also change consumer perception. Helping the customer and resolving any issues they experienced is the main objective. Yet, responding to a customer via Twitter is like returning their phone message, only with the world watching (in real time.)
Sentiment Matters
Both positive and negative sentiment can be shared by a consumer about a particular business. Whether it is good, neutral or bad, businesses are listening. In the example above, if a tire mechanic does not immediately meet their customer's expectation in the shop (offline), they may be getting a second chance. Of course, the tire mechanic should take every effort to keep the customer happy before they leave. However, in the case of the customer using Twitter to vent, the business has another opportunity to reach out and improve the situation.
Those familiar with social media properties, such as Twitter, can follow the vast conversations traveling to us in ones and zeroes. A customer-centric tire mechanic who wants build a longer relationship by meeting and exceeding the needs of customers, will succeed both offline and online. It's about people!
The importance of communicating online is critical these days. Businesses have been realizing that they have an opportunity to correct a negative experience a second time, by reaching out to them immediately to resolve the situation. It can be the difference between a lost customer and building the relationship, having a customer for life.
On a positive note, what if the customer uses social media to compliment the user? From your loyal Facebook fans to compliments on your company blog, thanking loyal customers for support is equally important. Many companies use common promotional strategies adopted to support the loyal customers in the form of coupons and promotional offers.
Overall, communication is critical to the positive impact that companies make by providing top level customer service to their patrons. We've all heard that the importance of listening in communication is enormous. Today, with more ways of listening, businesses are making sure that they are helping, supporting and servicing their customer at the levels that they should expect. The customer is (still) always right and is being listened to, in better ways.
