J&P Cycles was awarded second runner-up in social media engagement excellence by analyst firms Garner and 1to1 Media. The multiple-time Top 100 dealer and Harley-Davidson and V-twin P&A store was chosen because it “accelerated its social media strategy, as a way to improve responsiveness to customers’ needs,” according to a news release issued.
The awards ceremony took place in Los Angeles earlier this month at the Gartner Customer 360 Summit. A total of 10 companies across various industries were honored.
“We are honored to receive the Silver award in social engagement by Gartner and 1to1 Media, as a tribute to the hard work and dedication our team has put forth toward our social media and customer relations efforts,” said J&P’s senior contact content manager Rich Brecht. “We are always looking for new and unique ways to educate customers on what J&P has to offer and improve their satisfaction with us through as many channels as possible. We also wanted a more consistent way to connect with customers and answer their questions.” “By developing a social network strategy, we’ve changed the way we approach customer service,” Brecht adds. “The information from our social media reports has given our management team increased visibility into our customer processes, allowing us to constantly challenge ourselves to improve customer service.”
J&P’s online efforts have helped raise its customer satisfaction scores by 25 percent, as well as help the business gather customer information, and analyze feedback to improve their store. According to the news release, J&P expects revenues generated solely from Facebook and Twitter interactions to grow 300 percent in 2011 over 2010.
Posted by Cynthia Furey