According to the findings of a customer service quality survey conducted by HRP Research, a majority of respondents are disappointed with the decreasing quality of customer service in the United States today.
One of their biggest bones of contention? Zero company response to their online, mobile, and social criticisms and inquiries. In fact, it’s not just a lack of quality customer service that’s so upsetting. It’s the lack of any customer service.
“Customer feedback collection is important for a number of reasons,” reads a new entry on the official North American Bancard blog. “It allows you to determine what your customers like and don’t like about your products and services. It enables your customers to engage with your business and your brand in real and relevant ways. Finally, it shows your customers that you value their opinion – giving them a good overall feeling about your business.”
NAB, a leading provider of merchant payment services in the U.S., maintains that social media is still a hugely valuable and under-utilized channel for customer service.
“In today’s increasing virtual world, there is no other place where customers interact with brands and products more frequently than through social media,” the blog entry reads.” Sites like Facebook and Twitter allow for instant interaction and feedback with your existing customer base. They also allow you to start building a relationship with potential customers. Best of all, social media sites allow you to interact with all of those customers while collecting data from them quickly and affordably.”
To learn more about providing quality customer service and the best channels to do so, check out the official NAB blog here.