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When a product or service doesn’t work as promised, some people get angry. Really angry. Cloud contact center provider Five9 released a report and infographic today looking at “customer rage” and what companies can do to prevent it. Turns out 85℅ of consumers will retaliate against a company if their customer service needs are not met. 49℅ of all consumers will stop doing business with that company, and 18-34 year olds are three times as likely to vent their frustrations on social media.... 
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...If you read the profiles of many of the heads of customer service on LinkedIn (or the service areas of their company’s websites), you might be forgiven for concluding that they were almost all focused on the lofty goals of “exceeding customer expectations” and/or “creating customer delight”. Maybe your organisation claims the same. But ground-breaking recent research by the CEB (the organisation that brought you “The Challenger Sale”) makes a strong case for all this talk of delighting customers being a stupid and – for almost every company on the planet bar a few shining stars – ultimately unprofitable strategy. As anyone who has had cause to phone O2’s customer service line (note: other mobile phone companies offer an equally awful experience) will recognise, I think most of us would be prepared to sacrifice the occasional opportunity to have a truly “wow” experience in return for not ever having to suffer any more of the much more common “doh!’ experiences....
Jeff Domansky's insight:
The latest research from the CEB confirms that investing in customer delight is, for most of us, a stupid and unprofitable strategy. Here's why in this provocative post.
Jeremy Pollard's curator insight,
September 17, 2013 1:08 AM
In the spirit of the CEBs "Challenger Sale" thinking, I challenge the headline (provocative and attention grabbing, yes) and the simplistic (for me, in B2B) idea that "customer service" is only about handling customer complaints. This does raise valid points about not benefiting from OVERservicing compaints. But please do not be distracted by this from the real issue, which is the need to have very high customer insight, empathy and initial service intent & delivery.
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An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service. But is social there yet? An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service. Poor levels of service can ruin the overall shopping experience and mean that the customer is lost forever, so online, in-store, mobile and all other channels must work together to deliver an excellent overall customer experience.New research from eDigitalResearch examined how consumers prefer to contact companies and then compared the various response times and satisfaction levels. The survey asked more than 2,000 UK respondents how they expect to be able to contact a business - 92% selected email, followed by telephone (71%) and by post (45%). Fewer than one in four (22%) said live online chat and just 11% said social media....
Jeff Domansky's insight:
From the research, it looks like consumers have low expectations of "social service" and companies are doing their best to keep those expectations low by not delivering very well.
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Brand relationships are no different. Keeping a fiery connection takes some work. To unlock long-term love for our brands and set the stage for strong lasting connections, one simply has to look at and apply basic human relationship principles. Here are five ways you can keep the spark alive and forge a devoted, lasting connection to consumers....
Jeff Domansky's insight:
Just like personal relationships, brand relationships need commitment. These five tips will help you stoke the fires with your customers.
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...Why read Jay’s book and not others? A few reasons: 1: Jay’s a great writer. I’ve been a big fan of Jay’s blog for years (even though I’d love to see him write more lately). Partly because he’s a smart guy. But partly because he’s also a great writer. 2: The concept of the book resonated with me. So many companies are focusing on using social media to sell. And then here comes Jay talking about companies using social and digital tools to HELP. I’ve always loved that approach, so I was immediately interested in Jay’s book. 3. Stats to back up his thinking. Since I’ve been a reader of Jay’s blog for years, I knew he’d definitely be backing up his opinions with good, old-fashioned research. No willy-nilly opinions here. So, how was the book, you say? Here are six quotes I think sum up Youtility to a tee...
Jeff Domansky's insight:
Jay's thesis on "Youtility" is one to embrace if you ever hope to become a "social business."
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Sure, you have a business, but whether you sell a product or a service, you must provide SERVICE. What makes you so much different from your competitor that your prospects are knocking down your door? Or are they? Solving problems is your real product not your widget or your services. Anyone and everyone does that. It is you, your service and your ability to meet the customer/prospect needs that will drive your business.You already know that people buy from people. You are “people” not just your brand or your company. It is your responsibility to meet needs, solve issues and instill a level of comfort and trust with your audience. The buying decision occurs in the emotional environment.“Too many business owners and sales people try to sell their product or service, neglecting the fact that their customer is a person. In fact, the customer is a person who has feelings, influences and a mind of their own. They want to be connected with, and to trust and believe the person from which they are buying.” Rebecca Wilson....
Jeff Domansky's insight:
70% of purchases are emotional. This post explores the critical importance of "people" in the the buying decision. A valuable read for marketing, social marketing, PR and content marketing pros.
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...Yes, there is a lot more to content marketing than just one campaign, but the lesson from this very simple idea is as solid as they come – it doesn’t have to be complicated, it just has to relate to your clients and give them some value.
Next time you are racking your brain struggling to think about what you can write about, take a moment, look around ask the people on the front lines of your business what they think. Take the pressure off – a little creativity and fun might just solve all your problems and win the hearts of some new fans. Giving that little extra...
Jeff Domansky's insight:
This post offered a little down-home wisdom and creativity along with a really nice example of smart small business engagement with customers.
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With business priorities you manage, how important are online reviews, really, for you? Answer: Very. The stats very clearly show why....
You know generally that reviews are important for your business, and you may even know that they are becoming more imperative every day. But with all the day-to-day business priorities you manage, how important are they, really, for you?
Answer: A lot.
A great infographic just came out on this topic with some great statistics to share here. Depending on how your reviews currently stack up, some of these numbers are good and some are bad, but all are noteworthy: - 75% of reviews posted on review websites are positive. - 95% of unhappy customers will return to your business if an issue is resolved quickly and efficiently. - 71% agree that consumer reviews make them more comfortable that they are buying the right product/service - 70% of people consult reviews/ratings before purchasing....
Jeff Domansky's insight:
The consumer reviews are just in and according to a new research study they matter A LOT! you can run but you can't hide from poor business reviews on social media. Better to have a strategy and respond because the research shows the advantages of doing so. This is must read for marketers.
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There is a blind spot for most retailers and it involves their loyal customers. These loyal customers are talking about a brand, on social media, but on a local level. Most brands are not well-equipped to monitor it, however. In fact, 88 percent of local consumer feedback and content is missed by major retail brands and by independent businesses. Consumer Engagement grows by over 500% In 2012, VenueLabs reports that location-based consumer engagement grew by over 500%, and that trend continues to accelerate....
Jeff Domansky's insight:
OK brands. Time to listen up to what your customers are saying on social.
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Why Employees and Customers Will Be Calling the Shots...
Civilizations have clashed in an unexpected way this year, as ordinary people using Facebook and Twitter knocked down dictators in Tunisia, Egypt and Libya—and are threatening absolute rule in Syria. A so-called Arab spring brought waves of liberation to a long-oppressed region. Something similar is happening in more democratic countries. In Spain throngs of young people, known as “the indignant ones,” occupied public plazas nationwide, protesting unemployment and exclusionary politics. In Israel ordinary citizens from both right and left united in massive demonstrations against high housing prices. And in India one man’s campaign against corruption went viral, bringing thousands to the streets in support.
This social might is now moving toward your company. We have entered the age of empowered individuals, who use potent new technologies and harness social media to organize themselves. A few have joined cause with WikiLeaks and its terrifying stepchild dren, upending the once secure corridors of the U.S. State Department and Pentagon. But most are ordinary people with new tools to force you to listen to what they care about and to demand respect. Both your customers and your employees have started marching in this burgeoning social media multitude, and you'd better get out of their way--or learn to embrace them....
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A new study from social software provider Lithium reveals 53 percent of consumers expect a brand to respond to a tweet within an hour. That number jumps to 72 percent of consumers expecting a response if the tweet is a complaint about the brand or its products. Lithium commissioned Millward Brown Digital to conduct the study evaluating consumer expectations when interacting with brands on Twitter. Surveying 501 respondents who claimed they actively engaged with businesses on Twitter, the study found a brand’s response time to tweets can significantly impact the brand’s overall reputation. When asked how quickly a response is expected from a brand on Twitter, 65 percent of the survey participants said they want a response in two hours time or less, with 20 percent expecting a response in 30 minutes or less....
Jeff Domansky's insight:
Great expectations of "social service" consumers but not many companies will be capable of meeting these expectations or able to staff and afford it. Interesting times ahead!
Rakesh Raghuvanshi's curator insight,
October 31, 2013 5:28 AM
Or els why be on twitter at all ....Right consumers ? 
Vassili Daronnat's curator insight,
October 31, 2013 6:21 AM
L'ampleur du décalage entre les attentes des consommateurs et les moyens mis en oeuvre pour y répondre laisse rêveur ! Les posts de Community managers ont de beaux jours devant eux... 
Juergen Kosel's curator insight,
October 31, 2013 9:44 AM
In my opinion Twitter is not the right place to expect customer service, only if the company offers it explicitely.
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“We’re craving the nondigital even more these days, the authentically human interaction,” says Jerry Seinfeld, explaining (I would argue) not just live standup comedy’s appeal but the appeal of almost any great customer experience. “We need to see some schmuck sweat.” Authentic human interactions make the cash register ringA lthough Seinfeld’s fee is notably higher up the keynote speaker’s pay scale than mine, like Jerry, I consult and speak about the customer experience and customer service. And to my way of thinking, the Seinfeld Customer Experience Theorem is directly applicable to almost any business....
Jeff Domansky's insight:
When it comes to customer service, most companies are handling it like Newman or Kramer.
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What do you do when you have a problem with a brand’s product or service?You go online, right? You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone. But brands still have work to do. While 80 percent of Twitter users expect a response to a consumer service enquiry within a day, just 40 percent of tweets to the 25 largest online retailers are answered within 24 hours, and many are ignored altogether....
Jeff Domansky's insight:
More challenges ahead for businesses hoping to deliver "social service" online. Consumer expectations for instant service online are growing exponentially. Not many businesses will be able to deliver consistently and then the online fireworks will start.
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Case study: Virgin America is using its Twitter presence to handle everything from seat changes to cocktail requests—even at 35,000 feet. Steve Jenkins was waiting for takeoff when he noticed it—his boarding pass for Virgin America Flight 753, bound for San Francisco, was missing his frequent flier number. He could have flagged a flight attendant. He could have called customer service. Instead, Jenkins, the CEO of a Seattle-based gaming company, decided to pick up his phone and tweet. Four minutes later, Virgin America responded:Jenkins messaged @VirginAmerica with his ticket details. He was all set before the plane left the tarmac."It would have taken me longer to call, go through the whole phone tree, find someone, and authenticate myself," he said. "And if I hadn't done it when I thought about it, I might have forgotten about it."...
Jeff Domansky's insight:
It's a trend but not many businesses will be able to deliver real-time "social service like Virgin Airlines or other large companies." That's not going to stop the rise in consumer expectations for immediate solutions via twitter and other social media though. Watch for this trend to become a big issue for businesses of every size.
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Figuring out how much content you need is a tough question, but Jay Baer supplies an easy formula to get you started...One of the three ways to create Youtility – marketing so useful, people would pay for it – is to answer every customer question. Your prospective customers have TONS of questions they need to have answered before making a purchase. This is true for all businesses, but perhaps most so for B2B, where the stakes are higher and the consideration cycle is longer. In the book, I have lots of case studies about answering customer questions, highlighted (of course) by Marcus Sheridan from River Pools and Spas, who revolutionized his business and the swimming pool industry by focusing on teaching, not selling.So I was going through this principle, and talking about Marcus and other examples when a gentlemen in the St. Louis audience asked this very good question:How many questions do I need to answer?...
Jeff Domansky's insight:
A good read to get you thinking about the path to a full "social business" with Jay Baer's "Youtility" in mind.
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The internet gives everyone a voice, and that’s a beautiful thing. However, the things people say online can actually have a bigger impact than they think. When an unhappy customer goes online and leaves a bad review of a business, other customers take it to heart and the company loses business– maybe just a little at first, but when companies start to develop a bad reputation online, it can spread and grow in the blink of an eye. Luckily there are ways that businesses can help prevent that....
Jeff Domansky's insight:
Two words to guide yoursocial media efforts: prevention and proactive...
Linda Dap's curator insight,
June 9, 2013 7:39 AM
Online reputatiemanagement --> hoofdregel nummer 1: de heeft altijd gelijk. Dus altijd sorry zeggen als er een fout is gemaakt, positief en oplossingsgericht reageren.
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"I just want brands to focus on sentiment that matters and not on what is facile and easy to measure....
... SMT: How much do social media departments understand that positive or negative sentiment may not matter as much as one would think? Did data ever suggest that it might, or was it never quite analyzed enough?
AR: To be clear, I think sentiment matters a lot--but most brands are worrying about spikes in negative sentiment when they ought to worry about the everyday grind of negative brand experiences that drag down brand perception, consideration and loyalty. Conversely, many marketers do facile social media marketing to create spikes in positive sentiment, but these are much less powerful for increasing brand consideration than simply improving the product experience and allowing trusted consumer WOM to carry the brand message.
To specifically answer your question, social media departments tend to hang on every little detractor event and still focus too much on posting photos designed to get likes rather than to make a brand impression. Most seem not to not understand these efforts have little to no impact on the brand. In part, this is because they are focused on bad metrics that are not tied to business results (such as the number of likes and retweets) and in part because social media departments do not have the power to change what matters most--customer service, product quality, packaging, etc.
Right now, many social media professionals are working around the edges rather than at the core where change is needed, but you do see some exceptions--USAA, American Express and Home Depot come to mind. These are companies that have dedicated themselves to the customer, and social is considered an essential component rather than something to be bolted-on to business as usual....
Jeff Domansky's insight:
Former Forrester consultant Augie Ray offers valuable insight into social media and companies who are doing customer service effectively online.
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It’s not even just e-commerce sites that allow reviews either. Local Directory sites allow customers to review businesses, whether the business encourages them or not. For a lot of businesses the ease of getting reviews from clients should be an opportunity to grab with both hands. Surprisingly, many businesses are ignoring this.
More worryingly, if past clients have gone online to complain about poor service publicly on a third party website some business owners are taking the attitude of “out of sight, out of mind”. I even spoke to one business owner who said that if anyone read online reviews about his business he wouldn’t want them as a client anyway! So do people read reviews, and more importantly do they believe them? PeopleClaim have put together this Infographic looking at some statistical measures of ratings and reviews. They were curious as to how many people were searching for reviews, what they were finding, and what type of decisions they were making based on this information....
Jeff Domansky's insight:
A good look at how online customer reviews can impact your business.
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The whole point of social media is to encourage interaction and communication. If used effectively, it can increase brand awareness...
...Social media isn’t just about marketing. As social media continues to grow, it is really important for businesses to accept the fact that consumers will turn to online channels to either complain about service issues and in many cases praise you. It’s very easy for your customers to go elsewhere if you fail here, so unless you get this point of your customer journey right whatever you achieve with your social media marketing can be damaged by your lack of care. If you aren’t listening and responding to your customers then how do you expect continued loyalty for your business?
Jeff Domansky's insight:
Think about "social" service as a competitive advantage...
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New research says rage against bad service is a reality and business needs to plan accordingly.