The Last Word: Customer Solutions Profit Ideas

Customer service dependent companies continue to scramble to cut costs, manage performance, streamline operations and fight to stay in business.

The discussions going on in C-Suites across the country will determine how these economic pressures translate into the consumer-facing operational and service delivery. Some companies will cut staff, overhead and service (e.g. training, key management positions, marketing programs, closing stores, etc.) expecting to drop immediate saves to the bottom line.

Unfortunately, some of these actions will bring short term financial relieve, but long term disaster. At the same time, change is in the wind from the consumer’s point of view. Every penny counts for them now, and with Social Media taking the world by storm, consumer opinions spread like wildfire. One bad customer experience discussed on killer Social Media sites like Twitter, Facebook or Yelp can have a devastating impact to a business.

Consumers will quickly see where “cuts” impact their experience and frustrations will mount (being laid on top of the stress of economic pressures consumers are under) which will lead them to evaluate their choices. They now have the means to vent that frustration using these very public Social Media sites with HUGE audiences.

Companies who continue to carefully manage their service delivery and manage the entire customer experience spectrum well, while managing costs, will attract these frustrated consumers and when the economic tide turns they will come out stronger and with a solid base of loyal business.

One of the reasons they will come out stronger is also because of the power that Social Media has. Just as negative experiences can impact a company, positive ones will also be the subject of Tweets.

Let’s all sing like the birdie sings?

Twitter bird by Themetoday