Consumers And Social Feedback

Last week, we had a post on how companies use social media in monitoring feedback about their businesses.  Today, we’ll look at information on how consumers use social media in regards to business feedback and customer service comments.

• Half of consumers say they are looking for an actual response from a company about a service issue

• 48% are praising a company for good customer service

• 47% wanted to share information about an experience to a wider audience

• 46% vented about a frustrating customer service experience

• Just over 40% asked others about how a customer service experience could be made better

What Does This Mean To You

Imagine if a customer was asking one of your staff a question, and your employee ignored them.
Do you think your shopper would consider that good customer service?
By not responding to questions via social media that is exactly what you are doing.  But, it’s not being done it in your store, it’s being done where all of your other customers can see.  And it’s being done in a way that makes it easy for shoppers to tell all of their friends.

Nearly half of consumers want to talk about something good.  Think about the goodwill you could generate from thanking them for talking recognizing a positive experience?  You could be passing up the opportunity to boost moral by identifying a  hardworking employee or an associate who went above and beyond. Social media is a conversation and by not addressing problems or questions, you are doing harm to your business.   Or, you could be missing out on a virtual testimonial.  All the effort you put into your social offerings can be undone if your customer sees unresolved issues. For more information, please contact your Sun Sentinel representative or:
Julie Otto
Advertising Marketing Manager
954.425.1158
jotto@sunsentinel.com

Source: eMarketer; American Express

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