Apr 9 Posted 3 years ago
Thanks for putting these stats together, Jessica. But there's an important caveat that should be included in this bullet:
- 87% of consumers in the J.D. Power and Associates study said their online social interaction with the company positively impacted the likelihood that they'll purchase from the brand, and that the responsiveness of the service representatives were a key of that satisfaction.
It wasn't 87% of consumers in the survey who said that. It was 87% of "consumers who were highly satisfied with both a brand’s marketing and service delivery". Big distinction.
Matt from HootSuite
May 28 Posted 3 years ago
Thanks for sharing those stats from the UK, Dee. Hopefully it has improved within the past year, but it does highlight the need for companies to put into place the resources to ensure they are able to listen and respond accordingly, so that the customers' questions are answered in social or taken offline if necessary to fully address.
May 28 Posted 3 years ago
I appreciate it, Stephen!
Thanks for sharing about the Boingo Wireless incident. It definitely is rare to find a company willing to take such risks!
Apr 19 Posted 4 years ago
Our own research found that companies haven’t caught up with customer demand – while 26% of consumers say they complain more due to the instant nature of social media, 83% of them are unhappy with the response they receive. It is time for them to get serious about social if they are to win and retain customers. More in our blog at http://eptica.wordpress.com/2012/06/20/companies-deaf-to-social-media-complaints-and-questions/
Apr 12 Posted 4 years ago
Great article Jessica!
Twitter is such a great tool for customer service.
Have a look at how Boingo Wireless deal with customer service in this article
Such a brave company and a brilliant example of going the extra-mile for customer service through Twitter
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