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.
Interesting statistics show social media impact on brand loyalty
See on socialmediatoday.com