your customers expect service everywhere they find you. rule 1: set expectations.
by jody padar
from success to significance: the radical cpa guide
here are some of my tips on setting boundaries in the social world.
more on radicalism: maximizing social media: the importance of people | thoughts on ai from sage’s kriti sharma | the cloud at work | a legacy of leadership must extend to diversity | the persona: a closer look | productized 1099s the new vision way
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1 – be upfront with your customers. if i respond immediately – awesome, however on social i may not respond immediately.
2 – develop rules for yourself. do you really want to respond at 10:30 p.m., and is it the smartest thing for you to do?
3 – stick to your rules.
4 – set clear expectations with your team. communicate them.
think about coverage … what are the expectations for your teams, and what are they watching from a customer service perspective?
i would argue that you need to give customers some access. the global companies that have figured out how to do social business are killing it.
social has also become a customer service channel; you will need to discover the boundaries you want to set there, too. today’s customer expects to have access to your business via social. it is this expectation that creates disruption in a firm. however, if you can put this social channel of customer service into a productized service that you’re selling, it becomes easier to figure out its boundaries.
i’m 100 percent me online and offline. i share a lot, but i’m a pretty open person in the real world as well. i’ve found that being authentic works for me.