A COMPANY that helps businesses nationwide improve their customer loyalty says this month (August, 2011) that Twitter users are making it harder for solicitors to dodge poor service claims.

Diciamo claims that Twitter has given customers the opportunity to give feedback on bad service immediately and invites others to share their negative experiences online too.

Mario Dolcezza, Customer Service & Loyalty Expert at Diciamo, explained: “Social media is now a very important method of communication. It means that there is transparency in anything a company does and it also means old fashioned, word-of-mouth complaints can now be shared online with potentially millions of people worldwide.

“Companies can have their reputations ruined in a minute. However, all is not doom and gloom, Twitter is also an invaluable customer service tool and twitterers are using the site to build a focus group of customers that they can draw on to increase their bottom lines.”

Mario developed a passion for customer service more than 20 years ago working in the hospitality industry, where he earned a reputation for transforming businesses.

“Firms can gain the largest amount of positive feedback from the largest number of people by investing in customer service and in particular looking at how they operate their online customer service policies.

“This is especially true when the economy is experiencing difficulties and when people are more selective about where they spend their hard earned cash.

“Keeping your customers is all about building relationships with them, showing them that you’re interested in them and that you value their business. Companies need to engage with their customers, making them feel valued and build customer loyalty. This can easily be achieved via Twitter.”

Diciamo works with some of the country’s leading companies, helping them develop clear customer focused strategies, which generate strong bottom line profits.

Mario continued: “Loyal, delighted customers have the essential qualities for great profitability. They’re much less sensitive to price, spend more per head and are more receptive to cross sales.

“Happy customers are a business’ greatest source of untapped profit. It’s well-known that keeping existing customers is far more economical than winning new ones – but what if you were able to do both really easily?

“Enhanced customer retention and increased referral is a recipe for a successful business.”

Mario is happy to visit companies and chat to them about how they can improve their customer service using Twitter.

Mario added: “Diciamo’s strapline is ‘we know customers’ and the business is based on ensuring companies achieve their best when it comes to serving the general public.”

To find out more about Diciamo, which has its headquarters in Eden Office Park in Ham Green, Bristol, please call 08456 434 454 or visit the website www.diciamo.co.uk.