Use Social Media to Create Loyal Customers
Social media is arguably the most significant evolution in communications over the past decade, and now research confirms that it is the fastest and preferred way to advance customer-service and loyalty programs as well. Nearly 80 percent of social media users who contacted a brand through social media platforms received a response within 12 hours, compared to a paltry 37 percent of consumers who heard back when contacting a company via email, according to new research from United Kingdom-based eDigitalResearch.
Even more surprising is that researchers discovered that social media is the only customer-contact channel that guarantees a response from a brand. Of the consumers eDigitalResearch surveyed who used social media to get in touch with a company, all of them received a response to their post, comment or tweet.
“While there are still a limited number of consumers using social media channels to contact brands (our survey showed that just 2 percent have recently their Facebook, Twitter or other social media accounts to get in touch with a brand), it is currently the only channel that ensures that all consumers receive a response following their contact,” said Derek Eccleston, commercial director at eDigitalResearch.
These results suggest businesses could provide the best contact experience possible by upping their social media game. There are a variety of ways we can help you design a social media program that breeds customer loyalty.