I wonder how many of us may have a rather simplistic view of Social Customer Service. Do we think, “Oh, someone has posted something horrible about us! Better hose that fire down.” Well, maybe not in so many words, but perhaps most will know what I am suggesting here.
Social Customer Service really is about connecting with the customer’s emotions, drawing them in to either address their issues or, on the positive, more proactive side, to appeal to their more positive wants and needs and show how you are able to meet them. Brian Solis presents this message well in this short clip:
Time to engage.