To my PGA peers and golf course owners and general managers: Have you considered how important your social media strategy is to your current and future business? Have you asked yourself how you’re doing in handling customer service (member) opportunities? Are you engaging your audience through mobile applications, Twitter or Facebook?
If you are, I say kudos to you for being ahead of the curve. And if you are, are you responsive to requests and issues from your customers? Recent surveys show that 78% of consumers believe that social media is the future of customer service. But….another survey shows that 71% of customers responded they never received a reply to their question/complaint or comment. I know this firsthand because it took TWO DAYS for PP&L to respond to tweets I sent to them about downed power lines on my property due to Hurricane Sandy. I was not a satisfied consumer. And yes, I’m putting my displeasure on display. Just think if the company was responsive….I would have posted that up right away, as well.
Here’s the best part of a positive customer service engagement: 75% of consumers were satisfied with the outcome of their issue when they received a reply!
Thanks to MediaBistro for having the above information available.
So, what are you doing at your golf facility from a social media perspective? Do your customers contact you via email, your website, Twitter feed or Facebook page? Are you seeing a shift in your customer/member behavior? Are you taking the right steps to stay ahead of your customers and anticipate their needs and go “above and beyond”?
I’d love to hear your comments. It’s time to prepare your mobile future and begin to blow away your customers expectations when it comes to customer service!