TGPR Guest Post: Karl Hunt
Considering the fast growing influence of social media, 80% of companies are planning to incorporate social media into their customer service strategies in 2013. Vocal and visible complaints of customers online have become powerful and their high expectations have to be responded to satisfactorily. Therefore, companies have to become more responsive to become successful.
It has been reported that customers will spend additional amounts for excellent service. Social media users will spend an additional 11% and non-social media users will spend an additional 21%.
In the last year 83% of social media users and 49% of non-social media users abandoned intended purchases because of bad customer service.
Social media users will tell more than 5 times more people about a good customer experience than non-social media users. They will tell nearly 3 times more people about a bad service experience.
American customers use social media to share their good and bad experience regarding various business organizations.
To seek direct response, customers most likely use 29% Facebook, 15% company blog, 14% Twitter and 12% Youtube.
Most of the younger customers prefer to use social media over phone for customer service experiences.
Customers expect a prompt response after posting their observations on a company’s facebook page or Twitter.
This post is written by Karl Hunt and he works at CouponAudit as a writer, where thousands of valid and working online coupons are available for different stores. For example you can use Proflowers coupon code 2013 etc. to get discount on your order while shopping on that store.