How A Lack of Social Media Responsiveness is Destroying Your Customer Retenti...

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We’ve written about the incredible growth of social media as a resource for consumers to handle customer service issues and that it’s become an expectation, not an option. Businesses are witnessing a seismic shift in customer service dynamics, with social media becoming the dominant platform for consumer-brand interactions. What’s disconcerting is that many of them are still ignoring the repercussions. An overwhelming 90% of surveyed consumers have used social media in some capacity to communicate with a brand, indicating a clear preference over traditional channels like phone and email. Provide Support It’s not uncommon for social media and search algorithms to reduce the visibility of brands that are unresponsive, either.

That means you’re not just impacting your retention and loyalty efforts, you’re directly damaging your acquisition efforts. Imagine spending millions of dollars on your marketing efforts, only to have your reputation and visibility destroyed by simply not Kazakhstan Phone Number List to a consumer request in a timely manner. It’s happening! Key Social Media Customer Service Statistics The implications of social media interactions are significant for revenue, as poor responses—or worse, no response—can lead to a 15% increase in the churn rate for existing customers. Meanwhile, a positive engagement on these platforms can foster deeper brand loyalty; nearly half of all respondents reported that a personalized response via social media strengthens their brand loyalty.

90% of consumers have used social media to communicate with a brand. Over a 250% increase in Twitter customer service interactions in the last two years. 36% of people have used social media to shame a company for poor customer service. 46.7% of respondents feel a personalized response from a brand would strengthen their brand loyalty. Brands engaging on social media see an 88% increase in customer loyalty. Social media complaint responses can boost customer advocacy by 25%. 71% of consumers who experience positive social customer care are likely to recommend the brand to others. Millennials (aged 18-34) are 53% more likely to use social media for customer service than any other age group.