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:
Advertising Research Supervisor
Source: Conversocial; Emarketer