As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer attention. On February 21st, she took to Twitter, posting what seemed at first glance to be a relatively benign message.
“sooo does anyone else not open Snapchat anymore? Or is it just me… ugh this is so sad.”
That’s it. Just 18 words. But within a matter of moments, the message was broadcast to her 25 million followers—and the world. By day’s end, Snapchat’s value as a company dropped $1.3 billion. To put it in perspective, that accounts to $72 million per word—including the ‘ugh’.
As a customer service leader, this should have your curiosity piqued. Social media, clearly, can have as active a role in your bottom line as any other line item in your budget. And as the department with the most direct communications access to your consumers, it is a good possibility that you’re already engaging them on social platforms.
But even the most innocuous interaction can have dire consequences on your bottom line. So to help you navigate the murky waters of social media, here are a few lessons that we can learn from Kylie Jenner and the Snapchat snafu.
Your customer’s followers are your customers too: It’s not enough to think about your customer alone when handling service inquiries. You’ve got to imagine that each customer has 25 million followers of their own, with a megaphone they’ve been waiting to use. Earn your customer’s loyalty and trust and there’s a better chance that you’ll earn the business of those who are loyal and true to your customer.
Your reputation is your livelihood: In a world in which communications fly at the speed of light and there have never been more competitors in the marketplace, it isn’t necessarily your products or services that set you apart. It’s your reputation. If Snapchat looks like the tired, old app in the room to Kylie Jenner, investors start to see it the same.
Teach your agents some social skills: Providing quality service is crucial across channels, but the temptation for your customers to hashtag your brand to death will be much higher if they’re already engaging with you online to begin with. Coaching and eLearning must focus on social media strategy if your brand intends, as it should, to pursue a true omni-channel presence as it is meant today.
There may be a reason to keep up with the Kardashians after all. Or, you can simply take a look at how today’s most exciting and innovative contact center software is helping customer service leaders continue to raise the bar in 2018.
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