Despite an improving economy, small businesses and retailers can't afford to ignore their customer experience management strategies, as the support they offer consumers may make or break their bottom lines.
In a recent interview on the website Small Business Trends, Matt Trifiro of Desk.com explains a number of the changes facing companies in delivering quality customer service, including quicker speeds and higher expectations.
Mobile devices and the internet, especially social media, have completely changed the ways consumers interact with each other and companies. With such technologies, it is easier than ever to post a good or bad review right away.
To deal with such changes, Trifiro says that companies will need to rethink when, where and how customer service happens. "If you want to be competitive in this new world you have to go where they are," he told the source. "You will have to be there at hours when you are not normally expected to be, using technologies that you may not have ever used in the past."
Additionally, rather than spreading a business' team too thin across a range of social networking sites, pick those that work best for your company and invest your time and effort there.