71 per cent of people who have experienced positive social customer care will recommend that brand to others
Social media has opened up a whole new battleground, where brands are fighting for the attention of consumers.Via such platforms as Facebook and Twitter, consumers can have direct contact with their favourite brands 24/7 – whether that is for customer service, complaint, purchase or just a bit of banter.
The attitude of a brand on social media is now just as, if not more important than in a bricks and mortar branch. 71 per cent of consumers who have a good experience on social media will share the brand with a friend.
Sentiment reckons that 90 per cent of disgruntled customers can be sweetened up and retained with great customer service, and where better to engage them that on social media?
There are plenty of positives for using social media – and its not just posting cute kitten pictures to encourage people to buy – however only 36 per cent of consumers have had an issue resolved quickly via the platform.
If your business isn’t socially savvy with regards to online and mobile, then you really are missing a trick.
No comments:
Post a Comment