Social media can amplify your credit union's message. It can also do the same for your members when they have a beef with you.
One important tip is to consider offering particularly upset members the chance to address their issues in a different forum, such as a phone call, email, or feedback survey. Just don't make it inconvenient or difficult to do so. Otherwise, you might be making a tough situation worse.
Some large enterprises are beginning to devote entire teams to interacting with their customers in the social realm; smaller companies such as credit unions rarely have that luxury.
Here's some advice on how your credit union can handle negative customer feedback on social platforms without becoming overwhelmed.
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