Unhappy customers, disgruntled employees, and posting strong points of view on social media is part of human nature.
Research shows that employees who view their organization to be “one of the best” are also much more likely to say their workgroup has a clear understanding of customer needs.
According to a new study from NM Incite, a social media consumer insights provider, nearly half (47%) of U.S. social media users today actively seek customer service through social media (aka, “social care”) and that nearly one in three social media users (30%) prefer to reach out to a brand for customer service through a social channel compared to the phone.
The data also showed that seventy-one percent (71%) of those who experience great social care are likely to recommend a brand based on their most recent experience, compared to 17% of customers that have a negative experience.
In this merged world, you can’t necessarily change how they feel but you can certainly start by ensuring your brand is engaging and creating a two way conversation. So take action. The effective reach will give your brand a chance to change perception and more importantly you now have a relationship you can work continue to work on.
See the full report here: NM-Incite-Report-The-State-of-Social-Customer-Service-2012