This survey gives Enterprise an idea about which customers will rent again, and who will recommend t

After having analyzed the Car Rental industry in the matter of engagement and positivity , we will now discuss customer service, taking a closer look at Enterprise Rent-a-Car, park inn and suites anaheim california the leader within our Car Rental industry sample.
With its positive tonality declining by 6% from 2011 to 2012, Enterprise Rent-a-car park inn and suites anaheim california  still had the strongest positive tonality of our sample in 2012. Since Car Rental is a service that is often criticized, how is Enterprise performing Customer Service on Facebook? How is the company managing to stay relatively positive and how are they responding to unhappy customers on Facebook?
Taking a look at the Car Rental Market, Enterprise, who owns Alamo Rent a Car and National Car Rental, is leading the U.S. market with 941,064 cars in service and an estimated revenue of $11 million in 2012. According park inn and suites anaheim california to its social data, Enterprise is second in the matter of comments and likes, right behind National Car Rental.
After reading an Enterprise  business case study , we learned that the company takes customer service very seriously. Over the years, Enterprise has developed a way of measuring customer satisfaction that they call  Enterprise Service Quality Index ( ESQi ),  the basis for determining the performance of the different branches of Enterprise. To assess the ESQi, the company asks the customers to answer a two-question survey:
This survey park inn and suites anaheim california gives Enterprise an idea about which customers will rent again, and who will recommend the brand to their friends. Over the years, customers have been showing a preference for good service over cheap prices; therefore, a Car Rental company, or any service business in general, that has a good customer service holds an advantage park inn and suites anaheim california over its competitors, and this trend is reflected on Facebook as well.
In the world of Marketing, customer service is a priority, especially park inn and suites anaheim california for service businesses such as Car Rentals. This observation applies to social media marketing as well; a service business should listen park inn and suites anaheim california and respond to its customers, paying close attention to their feedback, questions and complaints. Social Media Branding Strategist, Bill Vick explains the importance of moderating conversations and acting quickly to solve problems on social park inn and suites anaheim california media. A company should appear approachable and honest online by simply not erasing negative customer comments.
Enterprise doesn t miss the chance to be helpful and gain new customers. Notice also that the company took only 5 minutes to answer, being quick enough for the customer not to forget about his comment.
(Unless park inn and suites anaheim california it's spam or insults) Use negative comments to show your honesty and availability. Customers will appreciate being taken care of. Over the years, it's become harder to get rid of anything that has been posted on the Internet; if people notice that you have been deleting negative comments instead of dealing with them, they could get upset.
Once again, park inn and suites anaheim california by responding as soon as possible to your fans comments you will show that your company cares and customers will appreciate being catered to as soon as possible, especially if they were complaining. As shown on the example park inn and suites anaheim california below, Enterprise took only 6 minutes park inn and suites anaheim california to respond to a complaint; the complaining customer then responded politely, and the problem was solved park inn and suites anaheim california (at least on Facebook).
Of course, being personal takes more time; therefore, it depends on the time your company chooses to dedicate to Social Media Marketing. Customers usually enjoy being taken care of by a 'real person' and not some kind of machine. Be personal in your answers. As shown on the image below, Enterprise staff always sign their answers with their first name.
As shown in this screen shot from Enterprise s Facebook park inn and suites anaheim california page, the company usually takes only a few minutes to answer questions or complaints, which shows that they take customer service very seriously, even on Facebook.
Positive approach. We know that there are hundreds of companies that can provide us cars on hire. But its the customer service that stands out and makes a name for you. Every customer wants to be treated nicely, moreover he would be happy if he got what he has paid for. Don t keep any secrets. Let your customers know the service that you are providing to them.