Here’s a snapshot of some of the study’s key findings:
-- High Rate Of No Response: Of those respondents who have communicated with companies on social media sites, nearly a third (32.5%) were either neglected or altogether ignored.-- Price of Neglecting Customers: If ignored by companies on social media sites, 45% said they’d feel anger, and 27.1% said they’d stop doing business with the offending company altogether.
-- 88% Less Likely To Buy: If confronted with unanswered customer complaints on a company’s social media site, 88.3% of respondents said they’d be either somewhat less likely or far less likely to buy from that brand.
-- Low Level of Current Consumer Satisfaction with Companies’ Social Media: Nearly a third of respondents, or 32.4%, characterized their overall satisfaction with the way companies use social media sites to communicate with customers as either poor or very poor, while 59.6% expressed guarded optimism for future positive developments in the field and only 8% were thoroughly satisfied.
More information on CRM and social media can be found at www.CRMindustry.com