Force Multiplier #6: Create Extraordinary Customer Responsiveness
For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… Social Media for Customer Service affects Product Development. There is also a behind-the-scenes benefit to product development from using social media for customer service. Because of the “always-on” state of customer service, the Customer Service staff are often the first ones to hear questions from customers like, “I wish the product only did this” or, “Why doesn’t the product do this?”
If the product development team leveraged Customer Service staff and social media data to track these comments—the product development team would be much more aware of what customer’s think about the company’s products and services and be able to create them better.
Customer Service Think Tank hosted by Dell (Photo credit: Dell’s Official Flickr Page)could create new functionality and even develop a new product that customers really want and are ready to buy. Talk about being proactive to your customer’s request— now, this is customer responsiveness! Imagine a customer tweeting that your company fixed a problem or created a product based on their request! Imagine how many more products you’d sell if you created products your customer’s actually asked for.
The Conclusion? Force Multiplier #6: Create extraordinary customer responsiveness, build products based upon customer request tracking through customer service, create positive brand image via product development.
For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.
Learn. Share. Grow!
@DrNatalie L. Petouhoff
For more info on my work:
Ebook:Social Media ROI
Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company
Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans
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Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
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