Harnessing the power of social media and ensuring a true multi-channel approach to customer service?
There have never been so many different ways to consume and exchange information.
Not only does this offer new opportunities for business to engage with their customers, online peer-to-peer conversations can put businesses at risk if they are not managed effectively.
To this end, good customer service means rewarding those that support you online but also responding directly to negative feedback in for example, a travel forum.
Travel businesses must be conscious that a multi-channel approach does not only mean using different channels to push out content, rather it is offering multiple means to encourage two-way conversations.
Moreover, this enables businesses to engage with customers on their terms, which is proven to give much better results than simply aligning customer interaction with inflexible business processes.
However, increased choice has also led to preference.
Travel retailers must be cognisant of the fact that their customers may wish to interact with them in different but also multiple ways and those ways may change daily or even hourly.
Only when they can offer this choice will their customers be more inclined to tick the satisfied box when it comes to reviewing the customer service offered.
Harnessing the power of social media and ensuring a true multi-channel approach to customer service?
There have never been so many different ways to consume and exchange information.
Not only does this offer new opportunities for business to engage with their customers, online peer-to-peer conversations can put businesses at risk if they are not managed effectively.
To this end, good customer service means rewarding those that support you online but also responding directly to negative feedback in for example, a travel forum.
Travel businesses must be conscious that a multi-channel approach does not only mean using different channels to push out content, rather it is offering multiple means to encourage two-way conversations.
Moreover, this enables businesses to engage with customers on their terms, which is proven to give much better results than simply aligning customer interaction with inflexible business processes.
However, increased choice has also led to preference.
Travel retailers must be cognisant of the fact that their customers may wish to interact with them in different but also multiple ways and those ways may change daily or even hourly.
Only when they can offer this choice will their customers be more inclined to tick the satisfied box when it comes to reviewing the customer service offered.
NB: This How To is authored by Tim Russell, UK and Ireland MD for Amadeus.