The importance of engagement on social media

Why engagement isso important on social media CHATTER BACK COMMUNICATIONS Of people Contacting brands ow social media 57% out of messages sent to brands on social media go expect the same vesponse speed at nights and weekends as during business hours unanswered ?? ?? ?? ?? ?? ?? ?? ?? ? } 1.3 people turn to branded social media pages oW Facebook to ask product questions ?? ?? ?? ?? ?? ?? ?? ?? ? 42% of customers complaining on social media expect aresponse in less than 1lhr. -- jumping to when it'sa complaint on Twitter 72% 24%expect OF PEOPLE Aresponse gN 71% social media in 30MINS whenever they ask! *, ofusers 6 who have had positive customer service through social media recommend a brand 92% of people trust recommendations 36% content from from people they know of people trust brands OF NEGATIVE POSTERS WHO RECEIVED 418% t0 BE loyal customers REPLIES on SOcial MEDIa WEnt on 707 OF peoPLe WHO posted Negatively, deleted their post of posted a NeW poSitive Message WHEN tHey got а геpLy Froм a ыгаNd Customers engagig with brands on social media end up spending 20%-40% MORE with a brand than those left unengaged! - 9. 10 That's why you always need to chatter back! www.chatterbackcomms.co.uk *1,4, 6, 7 Thanks to report by Convince and Convert *2Thanks to eMarketer and Ascend2 report * Thanks to report by ClickSoftware *s Thanks to report by Lithium ** Thanks to information from Harris Survey * Thanks to information from Neilsen 10 Thanks to information from Bain and Company