There is much room for improvement in online customer service in the UK, according to new research from customer interaction technology firm Eptica, with half of the country's leading company websites failing to address standard customer questions.
Are you adding social media while failing to connect with customers?
Many organizations are stumbling forward and falling backward in connecting with customers. Adding a Facebook page and a Twitter account do not make an organization social media savy. Nor do they make customer relations better...unless they provide the information and access to answers that customers want.
In this research report will the use of social meda channels has doubled in some cases, 28% of companies actually worsened in the customer experience they were providing.
We use an expression for organizations adding features or fads without integrating them into the culture - "adding ornaments on the Christmas tree". They hold them up as shiny objects which are not a part of the tree just decoration. Then they put them away after a short time.
How much time do you spend experiencing your business from the customers view? Real breakthroughs in sales and performance imporvement happen every time you do.