Communicating With Customers Through Social Media

Last week, we published a post on the importance of monitoring your
social media properties and customer satisfaction.  Now there is information
that illustrates how customers feel about communicating with companies through social media.

  • Nearly 70% of consumers surveyed said it was either important or very important that companies answer their questions and solve their problems promptly when using social media.
    Just 5% thought it was not important at all
  • Six in 10 said that it was important to have a live person get in touch with them to fix a problem or answer a question
  • Nearly 60% wanted companies to keep them posted in product news or promotions
  • Over half wanted additional content that could not be found anywhere else

What Does This Mean To You?

An ignored customer is most likely soon to be a former customer.  The cost to re-acquire them could be great.  By providing customers wanted content and resolving problems, you can use your social entities as a way to gain new shoppers and let current customers brag about your business.   Your social reputation can easily be tarnished.  Does your business have a social media strategy?  For more information on making your social media a source of brand expansion, please contact your Orlando Sentinel Media Group representative or:
Al Fiala
Advertising Research Supervisor
407-420-5702
afiala@orlandosentinel.com

Source: Conversocial; Emarketer

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One response to “Communicating With Customers Through Social Media

  1. Nice post admin, Understanding the correct method to use social media as a marketing tool.

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