Paying attention to customers on social media seems like an obvious thing to do. But some companies just don’t get it; they ignore customers, and do so at their own peril.
I recently had an experience with an organic tomato sauce brand that I contacted on Facebook and Twitter, and they NEVER answered me. I responded to being ignored by purchasing their competitor’s product for the next six months.
If you’re not paying attention on social media, your customers are probably abandoning you.
I found a terrific infographic via Brickfish that shows why being attentive to customers on social media is so important.
Here are three key takeaways from Brickfish’s research:
1. Brands only answer 20% of messages that require a response
This is simply amazing and a head scratcher. What the heck are companies doing, if they’re not responding to customers on social media?
2. For brands that do respond, it takes them at least 8 hours to do so
I don’t even know what to say about this.
3. Respond and get recommended
71% of customers who receive a quick and effective response on social media are more likely to recommend your brand to other people.
If you have a business with social media profiles, be sure to quickly communicate with your customers when they engage with you.
This is especially valuable advice for small companies that need every advantage possible to compete with larger businesses.
How quickly are you getting back to your customers on social media?
Here is the Brickfish infographic: