Feb 25 Posted 2 years ago
Great post! Thank you so much for including the data from our infographic and video. When we were researching the stats, our team was most suprised by the expectation by so many consumers that weekend and non-work hours should have the same response time as work hours/days.
Social media and customer service go hand-in-hand!
Feb 13 Posted 2 years ago
Great post, Nathan! I absolutely love this topic. I'm one of those customers who expects a quick response via social no matter whether I have a comment, question or issue. But this is mostly because I offer that in my role at my company.
I truly think the companies embracing social as a communication channel are the ones that will survive and thrive. Customers' ability to influence many others regarding a brand's reputation puts them in the driver's seat.
Feb 12 Posted 2 years ago
Great article, Nathan! Thanks for sharing! What are your insights with this article, btw? http://www.blog.infinit-o.com/4-proven-effective-ways-build-customer-trust-social-media/
We published it to let our readers know that social media is a great way to build customer loyalty. I believe it also starts by giving out excellent customer service through it. Your article just did it right! =)
Feb 11 Posted 2 years ago
Wow, very interesting to see those percentages. The one that stood out the most to me was "72% of customers said that they expect a response from a brand within an hour if they have a question or complaint." Being a college student and currently taking a social media marketing class, I definitely have seen some companies who do take advantage of giving customer service via social media. But more often than that, we have studied and observed more companies who have not even attempted to make an effort on social media. I understand that it takes lots of time and effort to get it going, but I hope more companies start to see the benefits of being responsive on social media.
Awesome post, thanks for sharing!
Feb 11 Posted 2 years ago
It always surprises me when brands are non-responsive on social media, it might be because this is where I work, but to me I know that my colleagues go to Twitter or Facebook first when they have a problem with a product or service.
It's not too difficult to make sure you are answering customer concerns via social media, I think it still indimiates certain brands though if they're new to the social game. In which case, slow and steady wins the race, no reason to rush into it!
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