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Social Media = Customer Service

Gail Worthington-Eyre

Gail is an experienced brand manager, social media manager, and general business manager and has expertise in the following business areas. Aged Care, health product branding and advertising campaign development, strategic planning and business development. Gail Worthington-Eye is the author of a Marketing guide and 3 self help books.

Adelaide, Australia

Social Media, Brand management, General Business Management, Author.

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Social Media = Customer Service

Late in 2012 over 100 social media statistics were released. As this exciting platform grows in use across all industries and as an add on to previous discussions on how the aged care Industry can leverage social media to connect with the consumer and grow brand loyalty I have extracted just a few of the over 100 statistics that were revealed. It is clear that social media = customer service and the challenge moving forward is to take the relevant data that exists and develop a strategy for how that fits within the industry.

Below are just 7 of the top 15 positive and negative statistics that were revealed along with a few extra interesting stats.

Social media accounts for only 16% of customer engagement today, but is expected to increase to 57%—the second-most used channel, behind only face to face interaction—within five years. (Marketing Pilgrim)

I hope you like the info and would be interested in your thoughts.

Seven Positive Social Media Statistics for 2012


1. 91% of online adults use social media regularly
2. 9/10 mobile searches lead to action (over half lead to purchase)
3. 54% of active social networkers follow a brand
4. 61% of global internet users research products online
5. Companies that blog have 55% more website visitors
6. 77% of B2C companies have acquired customers from Facebook
7. 83% of people who complained on Twitter loved the response from those
companies that did make the effort

Seven Negative Social Media Statistics For 2012


1. 25% of small to medium sized businesses have no strategy and only 28% measure their ROI
of social media activity
2. 83% of socially savvy consumers have walked away from a purchase in the past year after a
negative customer service experience
3. 56% of customer tweets to companies are being ignored
4. On average companies only respond to 30% of social media fans’ feedback
5. 70% of brands ignore complaints on Twitter
6. 55% of companies ignore all customer feedback on Twitter and Facebook, largely because
they have no process in place to respond
7. Only 44% of customers are answered within the first 24 hours

60% of people who use three or more digital means of research for product purchases learned about a specific brand or retailer from a social networking site. 48% of these consumers responded to a retailer’s offer posted on Facebook or Twitter. (MediaPost)

Social media and blogs reach 80% of all U.S. Internet users. 91% of experienced social marketers see improved website traffic due to social media and 79% are generating more quality leads. (Business2Community)

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