ALCUSTONDENIABLEAUTHORITYOFTHEWNOFTHEDIGITALAGlongwiththeexplosivegrowthfsocialmedia,hasforcedthevolutionofcustomerservice.Withitcametheriseofanewustomer—onewhohasbeennowntotoppleeventhemostespectedofbrands.EWFOUNDAUTHORITYISKNOWNASTHESOCIALOISTHEALCUSTOCUSTOMERTOUCHESERYCORNEROFTHE20%ATLEAST20%OFTHEWORLD’SPOPULATIONUSESSOCIALMEDIA.THAT’SMORETHANHALFOFTHE2.4BILLIONINTERNETUSERSACROSSTHEWORLD.SOCIALCUSTOMERHHASCHANGEDEVERYTHINGSSOWNERSTHOUGHTTHEYKNEWCUSTOMERRELATIONSHIPS.LISTENINGTOPEERSRESEARCHINGHEAVILYONLINEPOSTINGCOMPLAINTSONSOCIALMEDIAATIONSAREHIGH.Intoday'sageofconstantconnectivityandinstantsolutions,theSocialCustomerdemandsimmediateassistanceatanyhouroftheday.FACEBOOK46%46%ofcustomerswanttoengagewithbrandsviaFacebooktosolveproblems.39%ofthemarelookingtogivefeedbackaboutproductsorservices.29%29%ofcustomersexpectresponseswithin2hours.22%22%ofcustomersexpectsame-dayresponses.TWITTER81%ofTwitterusersexpectsame-daycustomerserviceresponses.22%ofTwitterusersexpectresponseswithin2hours.30%ofTwitterusersexpectresponseswithin30minutes.81%22%30%80%MORETHAN1MILLIONPEOPLEviewtweetsaboutcustomerserviceeveryweek.ROUGHLYofcustomerservicetweetsarenegativeorcriticalinnature.HASPROVIDEDIMATECONNECTIONALLCONSUMERS.88%88%OFCUSTOMERSareinuencedbyreadingreviewsALCUSTOMERSNOLONGERENTOCOMPANYMESSAGES;’RELISTENINGTOPEERSEAD.THEPOWERHASTEDFROMBRANDSTORCUSTOMERS.Onaverage,1SOCIALCUSTOMERwilltell42OTHERPEOPLEaboutacompany.THISSHIFTINAUTHORITYMERSUPPORTSSES?MANYORGANIZATIONSSTILLAUTHORITYOFTHESOCIALCU60%ofcompaniesdon'trespondtocustomersviasocialmedia,evenwhenaskeddirectquestions.7OFTHETOP20retailershaveevenerasedcustomerquestionsontheirFacebookpages.88%ofconsumersarelesslikelytobuyfromcompaniesthatignorecomplaintsandquestionsonsocialmedia.ONLY17%ofconsumerswhohadnegativeserviceexperiencesrecommendthosecompaniesinthefuture.88%17%Y’REPAYINGFORIT...MONEYSHREDDERSTSOCIALLYPROACTIVECOMDRESULTS:Customerswhoengagewithcompaniesoverocialmediaspend20%to40%moremoneywiththosecompaniesthanothe...
