What drives a customer’s decision to patronize a brand is the confidence in that brand. The brand in turn needs to be adept at meeting the fundamental expectations of your customer before striving to provide extraordinary loyalty - building customer service . This will give the customer satisfaction, creating a good experience and the beginning of the journey towards a loyal relationship. Every customer’s confidence in companies can be fragile; one mistake and customers, without hesitation, are ready to patronize another business after broadcasting his/ her displeasure on social media to his/ her network of friends/ followers. Often problems occur because companies don’t deliver on what their brand promises state they will do. In other words, they fail to keep their promises. Promises made by companies are different but centre on the same basic expectations which define the customer’s experience and ultimately, the customer’s relationship with your brand: · ...
Social Media Customer Service. Customer Retention and Engagement.