Faceless Social Customer Service


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Social customer service gives organizations an opportunity to take transparency to a whole new level never seen before in customer/corporate relations.

Customers today crave that sense of connectedness with the people they do business. In previous generations it was easier to know how you deal with because you did business with the owner in your local community.

Globalization and the Internet have taken away that personal touch in business interactions.

Too many corporations hide behind a faceless corporate image. If you’re crafting a sterile and soulless corporate voice to communicate with customers, is it because it seems like the professional thing to do given your company size?

Stale is easy. Bland is cheap.

Even small companies today emulate that in order to pretend like they’re “one of the big guys”. As if saying “Hi” vs. “Hello” somehow shows you’re incompetent in doing business. But without the human touch to customer interaction and service communication, you can’t ever connect with customers in a meaningful way.

Customers today are smarter than that. They see right through it. They may not tell you, but the more stale the interaction, the less connection customers have with your organization the next time a product decision comes along.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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