Is poor service letting down your social media strategy?

Is poor service letting down your social media strategy?

According to a recent survey it is – but fixing it requires commitment across the whole organisation

Whatever you may think about Facebook, Instagram or Twitter, their ethics or market capitalisation, social media companies are not about to disappear as a channel through which brands can connect with the current or future customers. But success in social media – as in real, bottom line business benefits – depends on a much more coordinated approach than is currently evidenced.

According to a recent report by social media management company Sprout Social, 50% of consumers follow brands to learn about new products and services and 48% to be entertained – a good basis then to promote your products in a fun and entertaining fashion. But wait – 56% of consumers say they unfollow brands because of poor customer service.

If you’re a social media marketeer that’s a bummer because it happens somewhere else in the company. There you are creating campaigns that are fun, funky and geared towards your lovely Facebook audience (the most popular channel – 89% of marketers use it) and you’re getting some great engagement metrics but someone in customer service is screwing this up!

What can you do?

I’d hazard a guess – actually it’s more than a guess as this is what I’ve observed in companies over the years – that the problem is that despite the great advantage of all kinds of social media to create connections with consumers, connections across businesses still seem much harder to achieve.

Let the train make the strain

To illustrate, let me go back to a piece I wrote last year about UK train operating company GWR. Its main point was that despite the very poor service customers were getting, following the introduction of new rolling stock, there was no acknowledgement on any of their social media. From what I can tell – my wife is a regular GWR traveller for work – the service has not massively improved and the social medial feedback situation is unchanged.

Only connect

The GWR situation shows how disconnected companies can be: product development designs a great new train, it gets delivered, doesn’t work properly and has seats that almost all customers find incredibly uncomfortable – a sure-fire recipe for poor customer service.

In this situation, social media marketing is an attempt to put sticking plaster over some gaping wounds in the company’s processes and however much engagement there is, none of it will change the design of the trains in the short term.

A histogram showing which teams social marketers wish they could influence more
Image: Sprout Social
A histogram showing which teams social marketers consult and share data with
Image: Sprout Social

The Sprout Social report – which covers a lot more than I have referred to here and is well worth a read – contains some more revealing statistics. Asked which team social marketers could influence more, 59% chose sales. Sales was also the one that most social marketers shared data and goals with – so I’m not sure how effective that is if it’s not influencing sales – but where is service?

It’s clear from the factors influencing unfollowing that linking social and customer service is key, yet the driving factor is sales, sales, sales. Don’t get me wrong – it works: I am now the proud wearer of a pair of blue brogues following a well-placed ad on Facebook (I may also be having a late mid-life crisis – don’t judge) and a company needs to sell, obviously. But if your social media doesn’t listen to and respond to customers’ feedback on service or understand why you are being unfollowed then it’s not adding as much value as it could be.

What’s needed is a joined-up approach that links social, sales and service under a coordinated brand strategy. The evidence suggests that this is an opportunity most companies have yet to seize.

Nick Bush

Nick is a business advisor and non-executive director who helps organisations improve their focus and performance by developing customer-centred strategies and business plans. He has helped companies transform the way they do business through better strategies, change management and technology, with a relentless focus on the customer. Nick has worked across all kinds of business sectors from telecoms to banking, chemicals to charities - as owner of Open Chord his current focus is on helping arts and non-profit organisations to be more successful by creating a solid planning foundation that will help them grow.