Holiday shopping season is here… but who will getting your business and social feedback?
The key to a profitable and joyful holiday retail season is ensuring exceptional customer service across all channels where customer interactions and feedback occur. Social media is increasingly becoming the most popular choice of ways to complain. Over 1 MILLION people view Tweets alone about customer service – a staggering 80% of those are negative. (Source: Touch Agency) So how do you avoid falling in the bottomless pit of bad social media reviews by disgruntled customers?
Before you open your doors to the last-minute frenzied shoppers, ask yourself these questions:
- Are all your employees clear on your company goals?
- Are your employees portraying a positive and friendly interaction as the shopper enters the store?
- Are you treating your employees the way you want them to treat your customers?
- Is your customer service department and contact center is ready for this influx of calls and customer requests?
It’s not just brick and mortar stores that need to take note… did you know that during the upcoming Holiday Shopping Season you can expect up to 80% more live chats online? In order to turn these chats into sales, you’ll need to streamline your online customer service. Get the Live Chat Cheat Sheet here.
Every 2 minutes, a BARE evaluation or audit is completed by our field force of more than 500,000 evaluators. Using calls, clicks or in-person visits, the common thread of our services is always revealing the moment of truth when your customers interact with your brand.