What does customer service have to do with social media?

We live in an age where customer service should be paramount to all business owners – why?

Because as we know customers are quick to let you know when there is a problem with your product or service. We live in a technology age where a complaint is now communicated via social media  at the press of a button and in seconds a complaint has gone viral to hundreds and thousands of people all at one time.

The time of complacency is gone if you expect to be successful in today’s market.  In fact, business owners have every opportunity to make a complaint right by replying via social media letting hundreds and thousands of people know that you care and are addressing the complaint in a transparent way.

So customer service and marketing in today’s business world require everyone stepping up their game.  According to customer service expert John Tscohl, he poses the question “What is the customer experience you have that is superior to your competition?”  and “What are you doing to develop your employees skills so that you are better than everyone else?”

I personally have noticed that Macy’s has really stepped up their customer service.  You are actually thanked for you business when making a purchase, the sales associate walks around the counter, hands you your purchase and thanks you by name for coming in.  WOW, Macy’s get’s it!

One of my favorite business authors is Gary Vaynerchuck, whose newest book “Thank You Economy” is a must read in my opinion for business owners.  He  has coined the phrase “Out care your competition.”  Do you personally do business with people and companies that you feel really care and are grateful to have your business?

Some other great examples of superior customer service are Amazon, Southwest Airlines and TD Bank to name a few.

How have you stepped up your customer service?  I’d love to hear your comments below.