The folks at Brickfish, a firm that assists major brands with their social, mobile and digital strategies have put together this infographic that provides insight to a huge issue in social media. Most brands think they provide superior customer service on social media but the reality is that 92% of consumers disagree!
Ouch. We’ve said it before but too many companies decide to utilize social media for marketing and don’t have a customer service process developed. It doesn’t matter how great your social media plan is when your customers begin to get vocal about your lack of responsiveness in taking care of their problems. Any marketing strategy you thought would work is now doomed since the audience is only seeing that your customer service sucks.
Of course, the reverse is true as well. Companies who are responsive and do get the job done are able to promote the appreciation of their customers online. Which one do you think will have an impact on your acquisition efforts?
We're entering a new industrial era, fueled by the Internet of Everything, cloud and social media. It's also an unprecedented opportunity for CIOs to lead the change, creating business value and capturing new opportunities.