Do you remember when a complaint about service meant "I want to speak to your manager" or at least a strongly worded letter?
Ah, those days are gone forever! Business has always drastically changed the dynamics between companies and customers, but social media is taking this to a whole new level .
But have you ever wondered how profound these changes are?
From Behind the Counter to Behind the Screen: How Social Media 99 acres database Has Changed Customer Service
From Behind the Counter
Imagine 2024. A customer has a problem with the latest coffee maker they bought. Instead of calling customer service and waiting on hold (elevator music here), they tweet about the problem.
The company responds publicly within minutes. Pretty crazy, right? This is just the beginning of how social media changes the entire game of service dynamics.
Right? But what's all this really about? Tearing myself apart:
The Power Shift: How Social Media Changed Service Dynamics in Favor of Customers
The Power Shift
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Have you ever noticed how the brand comes into play as soon as you stick its name on the wall, but is not seen when the customer service number appears?
That’s why social media has given customers unprecedented power. It can turn a viral post into thousands or millions of people talking about the issue. Can you imagine the pressure?