Our CEO, Joshua March, was interviewed yesterday on Bloomberg Television’s “Market Makers”, speaking about Capitalizing on Social Media Shoppers.
Joshua March was live on Bloomberg TV yesterday morning talking about how social customer service would impact retailers during the Holiday Season, and why it is so important to have social customer service in place during this time.
An estimated 25 million American consumers who were shopping during the holiday weekend potentially used Twitter or Facebook to voice their complaints and queries, how did you confront the barrage of shoppers online?
Josh also discussed:
- The shift from traditional customer service channels – The amount of people using Twitter for customer service has increased by 400% in the last 12 months.
- Honing the social experience – encourage customers to speak to you on social networks for that quick and instant response they expect whilst saving a fortune on calling call centres.
- Who can benefit from Social Customer Service?
- Every paying customer should get a response, no matter how influential they are – Josh’s “internet hair”, cool demure and unbuttoned shirt was a hot topic of discussion during this segment: does it matter who the customer is when it comes to responding to customer service queries?
- Bricks-and-Mortar versus Online retailers – who are more forward thinking when it comes to social customer service?
- In-store tweeting – A massive opportunity for all retailers both online and in-store.
- Online reviews – Consumers trust the opinion of friends on social networks for recommendations on what to buy, and where from: “People trust the reviews and opinions of other consumers far more than anything else online and those conversations are increasingly happening on places like Facebook and Twitter”.
- The cost-effectiveness of Social Customer Service teams in contact centres.
If you missed the live show, catch up with Josh (and his internet hair), Bloomberg TV correspondents Stephanie Ruhle and Pimm Fox, below!