Twitter Facebook LinkedIn Flipboard 0 When it comes to marketing these days, it seems that everything moves at lightning speeds. Customers have gotten used to instant satisfaction that comes with fast computers, internet and 1-click shopping. In a world where convenience is king and everyone is online (both buyers and sellers), how do we differentiate ourselves and provide a positive online experience for our consumers. The answer lies in proactive solutions and in promptly responding to and addressing customer wants and needs, Despite products and product information being readily available without ever having to talk to a human being, the value of customer service has never been higher. In fact, according to Defaqto research 55% of customers would pay extra to guarantee a better service. Just because a product can be purchased easily does not mean that is an easy decision. Many customers find themselves wanting to ask more questions or discuss potential purchases with real representatives. Others are concerned about security (particularly with sites that are unfamiliar) and wish to purchase a product in a more secure or familiar manner. Product purchases may be infinitely easier, but there still needs to be some support behind the product to handle inquiries, warranties, returns, support etc. Although all of the traditional functions of customer service still need to be performed, the customers’ desire for immediate resolution does not go away. This particularly holds true in web interactions such as social media and forums. When you are able to engage with customers in real time and respond to them in a timely and effective manner, then you are on your way to creating a community. Becoming an integral part of their social community sets you apart from their competitors and your ability to respond proactively to their requests represents a value added that is difficult to match. You may be wondering how this actually works in the real world. All of these things sound great in theory, but you have to unplug sometimes and you may have neither the manpower nor the desire to be on social media 24/7 or hunting down every negative review out there to try and rectify the situation. However, making the customer feel taken is of paramount importance. In a study performed by McKinsey, they found that 70% of how a customer feels about their buying experiences is based on how the customer feels they are being treated. While it may seem to be a very daunting task, here are some simple tips to make life a little easier: 1) Set up a google alert to track brand mentions as they happen. This will help you to stay on top of what is being said about your company and try to make amends as needed. 2) Use Social media management tools to help you keep better track of your social community and engagement as well as track key performance indicators, schedule out posts/tweets etc. 3) Keep pertinent data and marketing regulations in a centralized location so that your reps can use it as reference and portray your brand image in the best possible way. With these few steps alone, you will be able to leverage your time much more efficiently and take a proactive approach to customer service and engagement. I think you will find that quick resolution of customer concerns will have a tremendous effect on customer satisfaction, retention and lifetime value. Twitter Tweet Facebook Share Email This article was written for Business 2 Community by Kane Pepi.Learn how to publish your content on B2C Author: Kane Pepi Kane Pepi is an experienced financial and cryptocurrency writer with over 2,000+ published articles, guides, and market insights in the public domain. Expert niche subjects include asset valuation and analysis, portfolio management, and the prevention of financial crime. Kane is particularly skilled in explaining complex financial topics in a user-friendlyView full profile ›More by this author:VoIP Basics: Everything Beginners Should Know!Bitcoin Investment, Trading & Mining: The Ultimate Guide for BeginnersIs This a Better Way to Set Your 2020 Goals and Resolutions?