Click me
Transcribed

Power To The People

POWER TO THE PEOPLE CUSTOMERS ARE USING SOCIAL MEDIA TO MAKE THEMSELVES HEARD. Now that social media dominates communication, it should come as no surprise that 80% of companies are planning to incorporate social media into their customer service strategies in 2013. Social media isn't the preferred method of customer service yet, but it's certainly the fastest growing. Customers' vocal and visible complaints online mean they have more power than ever-and high expectations to match. Therefore, companies that plan to succeed must become more responsive. WORD OF MOUTH With the explosive growth of social media, customers' power increases, as they reach their networks more frequently and react to service experiences much more strongly, expar according to the 2012 American Express Global Customer Service Barometer. ADDITIONAL AMOUNT CONSUMERS WILL THE LONG REACH OF THE SOCIAL SPHERE SPEND FOR EXCELLENT SERVICE: Social media users will tell more than 5 times more people about +11% +21% a good customer experience than non-social media users, and they'u tell nearly 3 times more people about a bad service experience. Social Media Users Non-Social Media Users Non-Social Media Users Social Media Users PERCENTAGE OF PEOPLE WHO HAVE ABANDONED AN INTENDED PURCHASE BECAUSE OF BAD CUSTOMER SERVICE IN THE PAST YEAR: 5x 83% 49% 3х ocial Media Users Non-Social Media Users THE SOCIAL CROWD The typical customer engaging brands through social media younger and wants the various channels that social media allows. WHEN IT COMES TO SERVICE EXPERIENCES, GENERATION GAP AMERICAN CUSTOMERS USE SOCIAL MEDIA TO: Seek a direct response from a company regarding a specific issue or problem. 50% Praise a company for an excellent experience. 48% G Share information about a service experience. 47% Vent frustration about a poor service experience. 46% Ask friends and family how to have better service experiences. Choosing social media over the phone for customer service experiences is favored by, but not 43% Limited to, younger consumers. TO SEEK A DIRECT RESPONSE, WHAT CHANNEL WITHIN SOCIAL MEDIA ARE CUSTOMERS MOST 18-24 37% LIKELY TO USE? 25-34 35% I Company Personal 31% 35-44 FACEBOOK |26% 45-54 29% 28% 5-64 24% COMPANY BLOG 17% 65+ 15% TWITTER 14% 13% YOUTUBE 12% 11% Tube HIGH EXPECTATIONS Of those customers who utilize social media for a better customer service experience, 51% engage with brands several times a month. But the reqular accessibility of social media has established certain expectations for customers. WHAT DO CUSTOMERS EXPECT COMPANIES TO HAVE IN THE SOCIAL REALM? yelpie 46% 29% 27% 27% 17% 14% 2% Facebook Company Support Blog Wiki or Twitter Knowledge Other Base None of the Above Page Forum Yelp HOW SOON IS A RESPONSE EXPECTED AFTER POSTING. on a company's Facebook page? a question or complaint on Twitter? Within 30 Minutes 16% |30% Within 2 Hours 13% 23% Same Day 22% 30% Within 4 Days 6% |9% Don't Expect a Response 6% 8% Alternate Responses |36% WITH CUSTOMERS ABLE TO INSTANTLY SPREAD THE WORD ABOUT A BAD CUSTOMER EXPERIENCE TO HUNDREDS, IE NOT THOUSANDS, OF OTHER CUSTOMERS THROUGH SOCIAL MEDIA, COMPANIES MUST REEVALUATE THEIR ONLINE RELATIONSHIP WITH THE BUYING PUBLIC. SOURCES: NMINCITE.COM, Infosys AMERICANEXPRESS.COM, Created By COLUMN FIVE CLICKSOFTWARE.COM, ORACLE.COM

Power To The People

shared by Infosyslimited on Jan 28
861 views
4 shares
0 comments
Now that social media dominates communication, it should come as no surprise that 80% of companies are planning to incorporate social media into their customer service strategies in 2013.

Publisher


Category

Social Media
Did you work on this visual? Claim credit!

Get a Quote

Embed Code

For hosted site:

Click the code to copy

For wordpress.com:

Click the code to copy
Customize size