Utilizing social listening software, every day we identify complaints, mistruths, service requests or compliments made to companies that lack any response from the business targeted. While consumers are now dominating social media, businesses are getting worse at responding. According to Sprout Social – 4 out of 5 requests go unanswered! Ouch.
These are highlights from the Sprout Social Index Engagement Report, providing insight behind today’s social customers, the rapid growth of inbound consumer engagement and how brands respond.
The Sprout Social Index looks at channel growth, brand responsiveness, and consumer behavior across more than 160 million inbound messages across 20,000 brand profiles and fan pages. The rate at which consumers are adopting social media to ask for help, make buying decisions, lodge complaints, and have an ongoing dialogue is remarkable.
B2B buyer expectations are changing. As more buyers from the millennial generation now make purchasing decisions. Chemical companies need to deliver a dynamic customer experience that meets millennial's fast-evolving expectations.