MARKET – WHAT IS SOCIAL MEDIA?

Home » branding » Twitter and Customer Service: Maximizing Responsiveness in 140 Characters by @JessicaReed09

Twitter and Customer Service: Maximizing Responsiveness in 140 Characters by @JessicaReed09

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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See on Scoop.itMarket, Social Media

Consumers are heading to Twitter with customer service issues, and when they do, 32% expect a response within 30 minutes.

 

Social media channels establishing two-way communication between brands and consumers have heralded a new set of expectations on resolving issues. Recent statistics show the trend:

71% of of 16-24 year olds go online when they have a problem with a product (2012 Sitel Study);67% of 23,000 consumers in a J.D. Power and Associates study had used a company’s social media site for servicing; and87% 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.

Gail Worthington-Eyre‘s insight:

Interesting statistics show social media impact on brand loyalty

See on socialmediatoday.com

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1 Comment

  1. […] Twitter and Customer Service: Maximizing Responsiveness in 140 Characters by @JessicaReed09 […]

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