How to Redefine the Way You Manage Customer Expectations and Customer Services

In order to deliver excellent customer service and high customer satisfaction, the process must start with understanding customer expectations. You need to know who your customers are, where they are and what they expect.

These days, customers are empowered. Companies need to realize the importance of social media in the area of Customer Services. If a customer feels like you did not met the service expectation, they won’t come back and buy from you again. On the other side, if you deliver a service that exceeds customer expectations, you can bet they will come back to buy again, and tell all their friends about the experience.

Survey Says: Social Customer Services is the Way to go:



In 2015, What Customer Expects from Support Providers


Some Statistics which shows repercussion from good or bad customer services: (Source: Dimensional Research,

  • 52% said a good customer service experience led them to purchase again
  • 55% switched to another company after a negative customer service experience
  • 48% actively recommended others not to buy a brand after a bad customer service

Excellent social customer services is the key to success and it should be multichannel. Customer should not feel disconnect at any point in time. Simply having a social media presence is no longer enough; you need to be available 24X7 for your customers.

4 Social Customer Care Rules, to follow

  • Know your customers (Happy or Unhappy)
  • Communicate well with your prospects and customers
  • Streamline and Personalize Your Engagement
  • Evaluate and Optimize in Real-Time

Benefits of Social Customer Services:


Consumers with positive customer service experiences are more likely to re-purchase and to recommend your brand.

The future of social customer service is in its recognition as a business-critical function that allows for greater customer engagement.

What I am saying is: Use Social media as a new channel for customer services and be responsive and build relationship with your customers.

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