Lithium Director of Marketing Teresa Sloboth discussed customer expectations and how businesses can deliver dependable support to their clients during her presentation at the 2014 Customer Care Leadership Forum in Atlanta on Nov. 20. In her presentation, Sloboth noted today's customers have extreme expectations, but a company that devotes the necessary time and resources to learn about its clientele can find ways to consistently support its customers.
According to Sloboth, many customers are using social networks to connect with businesses, and these customers expect companies to respond to them via Facebook, Twitter and other social networks as well. Meanwhile, a business that is committed to delivering a first-rate omnichannel customer experience, Sloboth said, can support its clientele at all times. Sloboth also pointed out that businesses can make their customer interactions fun and enjoyable to boost their customer satisfaction levels: "Great experience starts with delivering as promised; making it easy and enjoyable, and this experience goes beyond saving. Great service and satisfaction leads to advocacy and future revenue."
Using social media to connect with customers is a necessity in today's global marketplace, Sloboth said. In addition, a business that allows its customers to provide feedback via social networks, Sloboth noted, can engage its target audiences and improve its customer satisfaction levels. Sloboth said businesses can leverage myriad tools to collect customer feedback as well: "For your brand, it might mean allowing your customers to provide feedback or be beta testers for your products and services coming into market. It could be co-collaboration with them, asking for them, their feedback on designing features and new products. It could mean community knowledge base helping them help others."