Customer service is the new marketing because now companies can no longer control what people are saying about them. Everyday, customers and prospects are ranting and raving about your company on social networking platforms like Facebook, Twitter and YouTube. Companies that don’t get customer service and don’t react to what customers are talking about are doomed to fail.
Peachtree, a provider of small business accounting software, not only has the typical customer service department, but also has a more proactive social media group. They find and respond to what people are saying about their company.
Andrea says they are using social media to put a human face on the company and brand. They have learned that they need to be part of the conversation, but not just be reactive. This year, during tax season, their support team reached out to to about 5,000 customers who typically have tax questions this time of year. The reaction by the customers was amazement: exactly the goal of Peachtree.
When one of their customers, Andrew Yellis, tweeted that Peachtree was for the “cool people” they sent him a care package with all sorts of schwag. Now that’s cool. Peachtree gets it!