SOCIALCUSTOMER THEUNDENIABLEAUTHORITYOFTHE THEDAWNOFTHEDIGITALAGE alongwiththeexplosivegrowthofsocialmedia hasforcedtheevolutionofcustomerservice Withitcametheriseofanewcustomer onewhohasbeenknowntotoppleeventhemostrespectedofbrands THISNEWFOUNDAUTHORITYISKNOWNAS THESOCIALCUSTOMER WHOISTHE SOCIALCUSTOMER THESOCIALCUSTOMERTOUCHESNEARLYEVERYCORNEROFTHEGLOBE 20 ATLEAST20 OFTHEWORLD SPOPULATIONUSESSOCIALMEDIA THAT SMORETHANHALFOFTHE2 4BILLIONINTERNETUSERSACROSSTHEWORLD TODAY SSOCIALCUSTOMERIS WHICHHASCHANGEDEVERYTHINGBUSINESSOWNERSTHOUGHTTHEYKNEWABOUTCUSTOMERRELATIONSHIPS LISTENINGTOPEERS RESEARCHINGHEAVILYONLINE POSTINGCOMPLAINTSONSOCIALMEDIA EXPECTATIONSAREHIGH Intoday sageofconstantconnectivityandinstantsolutions theSocialCustomerdemandsimmediateassistanceatanyhouroftheday FACEBOOK 46 46 ofcustomerswanttoengagewithbrandsviaFacebooktosolveproblems 39 ofthemarelookingtogivefeedbackaboutproductsorservices 29 29 ofcustomersexpectresponseswithin2hours 22 22 ofcustomersexpectsame dayresponses TWITTER 81 ofTwitterusersexpectsame daycustomerserviceresponses 22 ofTwitterusersexpectresponseswithin2hours 30 ofTwitterusersexpectresponseswithin30minutes 81 22 30 80 MORETHAN1MILLIONPEOPLEviewtweetsaboutcustomerserviceeveryweek ROUGHLYofcustomerservicetweetsarenegativeorcriticalinnature SOCIALMEDIAHASPROVIDEDANINTIMATECONNECTIONAMONGALLCONSUMERS 88 88 OFCUSTOMERSareinuencedbyreadingreviews SOCIALCUSTOMERSNOLONGERLISTENTOCOMPANYMESSAGES THEY RELISTENINGTOPEERSINSTEAD THEPOWERHASSHIFTEDFROMBRANDSTOTHEIRCUSTOMERS Onaverage 1SOCIALCUSTOMERwilltell42OTHERPEOPLEaboutacompany HOWDOESTHISSHIFTINAUTHORITYAFFECT CUSTOMERSUPPORTFORBUSINESSES UNFORTUNATELY MANYORGANIZATIONSSTILLDONOTBELIEVEINTHEAUTHORITYOFTHESOCIALCUSTOMER 60 ofcompaniesdon trespondtocustomersviasocialmedia evenwhenaskeddirectquestions 7OFTHETOP20retailershaveevenerasedcustomerquestionsontheirFacebookpages 88 ofconsumersarelesslikelytobuyfromcompaniesthatignorecomplaintsandquestionsonsocialmedia ONLY17 ofconsumerswhohadnegativeserviceexperiencesrecommendthosecompaniesinthefuture 88 17 BUTTHEY REPAYINGFORIT MONEYSHREDDER THEMOSTSOCIALLYPROACTIVECOMPANIESSEESOLIDRESULTS Customerswhoengagewithcompaniesoversocialmediaspend20 to40 moremoneywiththosecompaniesthanothercustomers 81 ofcompanieswithstrongcapabilitiesfordeliveringexcellentcustomerserviceareout performingtheircompetitors 81 HOWSHOULDYOUPREPAREYOURSELFFOR THECOMINGAGEOFTHE SOCIALCUSTOMER ALWAYSRESPOND NOMATTERHOWEMBARRASSEDORFRUSTRATEDYOUMAYFEELWHENACUSTOMERCOMPLAINSONSOCIALMEDIA YOUSHOULD 83 ofcustomerswhotweetcomplaintsloveitwhen companiesrespond WHENRESPONDINGTOTHESOCIALCUSTOMER DON TFORGETTO STRIVEFORFASTRESPONSETIMES BEHUMANAND ATTIMES APPLYHUMOR DON TBEDEFENSIVE ALWAYSTHANKTHECUSTOMER SUGGESTASOLUTIONTOTHEPROBLEM 12345 TOIMPROVEYOURCOMPANY SOVERALLPLANFORSOCIALCUSTOMERSERVICE CONSIDERTHESETIPS LISTENTOYOURCUSTOMERSANDBUILDRELATIONSHIPSWITHTHEM HAVEADETAILEDCRISIS MANAGEMENTPLAN DESIGNATEATLEASTONEMEMBEROFYOUR COMPANYTOBEAVAILABLE24 7ONSOCIALMEDIA COMMITRANDOMACTSOFWOWFORYOURCUSTOMERS STRIVETOALWAYSPROVIDELINKSTOHELPFULINFORMATIONATTHEENDOFEACHRESPONSE EVENIFTHECHANNELS FACEBOOK TWITTER ETC EVOLVE THESOCIALCUSTOMERISHERETOSTAY INTHENOT SO DISTANTFUTURE CONSUMERSWILLEXPECTEVENFASTERRESPONSESFROMCOMPANIESLIKEYOURS DON TLETYOURCUSTOMER SERVICEEFFORTSFALLBEHIND DESK COMISTHEONLYCUSTOMERSERVICEPRODUCTBUILTFROMTHEGROUNDUPTOSERVETHENEWSOCIALCUSTOMER VIEWANDRESPONDTOYOURSOCIALCUSTOMERSDIRECTLYFROMWITHINDESK COM Sources pewinternet org SIGNUPFORYOURFREE14 DAYTRIALOFDESK COMTODAY CLICKHERETOGETSTARTED 清风素材