In today’s increasingly competitive marketplace, small businesses must be quicker, more agile, and far more creative to adapt, respond, and effectively meet customers’ ever-changing preferences and demands. Customers and prospects of the Digital Information Age are more knowledgeable than ever before. Unfortunately, customers are also more fickle, too.
Did you know that an unsatisfied customer will tell 9 to 15 people about her bad, frustrating experience?
One can only imagine how that number has increased exponentially as a result of the world’s newfound addiction to the social networking phenomenon…As you’re reading this blog, you better not have any of your social media sites also open!
On a more serious note, be sure to turn off all your social media notifications if you haven’t already – they can be a huge distraction and time-suck! You’re better than that and it’s time to focus (by the way, you only have 158 words left to read here)!
As I was saying, the rampant sharing of a horrendous shopping experience or an unpleasant customer service encounter on social networking sites can instantly tarnish a firm’s reputation. Repeat offenders that constantly receive negative survey results or have angry, colorful diatribes hurled in their direction in chat rooms will certainly lose customers and market share.
By constantly updating and tracking customer interactions in a centralized CRM throughout all of its locations, small businesses should be able to better serve customers and respond more quickly to their questions, concerns, and suggestions. Thus, companies can mitigate the risk and likelihood of a viral smear campaign and maintain and even improve their reputation that they have worked so hard to uphold in the marketplace.
Legendary investor Warren Buffett said it best:
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
Will you start to do things differently?