customer value

Some brands are actively scared about using their social channels to provide customer services, but they don’t realise the opportunity they’re missing.

In general the thinking goes something like this:

• If we let people leave negative remarks, then they will put off other potential customers.
• It’s impossible to solve every problem through social channels – so why try?
• If someone has to answer all the queries, that will mean having to hire more staff.

Let’s look at each of these in detail.