Project Overview
This project was focused on managing and responding to customer comments on the official Facebook page of Great Grounds, a small, regional chain of coffee shops based in the Northeast United States. The goal was to provide excellent customer service, increase customer engagement, and improve the overall reputation of the brand.
Project Execution and Results
To execute this project, we first accessed a template for responding to customer comments. We then reviewed and responded to different types of customer comments posted on the company’s Facebook profile. We used the template to respond to positive feedback, questions, and negative comments. We considered the type of comment, what resources and information the customer needs, and how best to communicate with them. We replied to positive feedback by thanking the customers for their kind, helpful, or insightful words and let them know we appreciate them and their positive feedback. We replied to questions by providing helpful resources and engaging the customer through continuing the conversation or asking a related question. We replied to negative comments by using polite and approachable language and showing empathy for the customer’s perspective, also provided the customers with promotional codes to help make things right.
The results of this project were an increase in customer engagement, satisfaction and overall improvement in brand reputation.