New York, NY (PRWEB) April 10, 2012
Ford's latest communications efforts have centered on the ability to provide proactive customer service through social media outlets. This use of social media is relatively groundbreaking and is setting a new standard for how large corporations approach customer relations. Brianna Ladapo, a communications expert, appreciates this creativity and effort. She goes on to encourage other companies to embrace similarly proactive operations in terms of customer satisfaction.
According to Forbes, Ford's latest endeavor has put eight customer service agents in charge of finding customer complaints, praises, and questions on Twitter, Facebook, message boards, and other websites. These agents use a search engine to find key words related to Ford and its products. Once an issue is pinpointed, it is assigned to an agent and is addressed promptly. This prompt response is one of the ways in which Ford's social media efforts stand out.
"We are looking to engage with someone within hours of posting," commented Scott Monty, Ford's Global Manager of Digital and Multi-Media Communications. "Our goal is under four hours."
After initially contacting individuals who have posted concerns, the agents may communicate by phone or digital correspondence. Currently, Ford's agents address an estimated 2,000 issues per week, all discovered on social media websites. While this form of communication is only a small percentage of the customer service operations conducted at Ford Motor Company, it is proactive in a way that traditional customer service operations cannot be.
Brianna Ladapo believes that taking the initiative by finding customers who may have questions or problems shows consumers that the brand is committed to client satisfaction. This kind of statement is important to consumers, who often choose to purchase items from companies that are attentive to the needs of their customers.
"Ford's proactive use of social media to enhance customer service is genius," commented Brianna Ladapo. "I hope other large corporations will follow suit and make greater use of the amazing digital tools we have at our disposal today."
These digital tools have eased the process of customer service procedures for many consumers. Steve Yourstone, who was contacted by Ford's agents, reports that, "I'd much rather use social media because the experts are very quick at getting responses back and I don't have to go through a (phone) menu system and listen to music and press the right buttons. That's just not for me."
Brianna Ladapo knows that understanding and utilizing the power of social media and other digital resources will play a tremendous role in the development of today's brands. Ford Motor Company, in adopting these resources and integrating them into an integral part of its business model, shows that it is an established company that remains relevant in today's modern business world.
Brianna Ladapo is a communications expert who is also a strong advocate of healthy living. Additionally, Brianna Ladapo teaches Nia and adheres to a vegan diet. Her advice and recommendations pertaining to these and related topics can be found on many Internet-based resources, including Livestrong.com and NationalGeographic.com.