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Follow on Google News | New Khoros Study Finds Brands Have More Time to Get Customer Service Right but Face Risk in FailingBy: Khoros While consumers are more lenient about time to respond in 2020, the repercussions are severe for brands that don't deliver against those relaxed standards. According to the survey, when companies don't respond within an expected timeframe to a complaint via Twitter: • 31% of consumers express their dissatisfaction through social media; • 30% of consumers stop giving their business to the brand; • 30% of consumers discourage friends and/or family from buying their products or using their services. The good news: when brands do meet customer expectations, they have more to gain than ever. When companies deliver against consumer hopes and those consumers feel heard, they are: • 52% more likely than they were in 2013 to say they will continue giving business to the brand (34% in 2013 vs. 53% in 2020); • 18% more likely than they were in 2013 to become more receptive to the brand's advertisements (38% in 2013 vs. 45% in 2020). Moreover, those consumers become a brand's greatest asset: • 43% encourage friends and/or family to buy their products or use their services; • 33% of respondents praise or recommend the brand through social media. "Now, more than ever, brands need to be highly tuned in to their customer's needs," said Khoros CMO Katherine Calvert. "As a brand, you have 180 minutes and 280 characters to make or break your business -- and while the time to respond may have expanded, companies who miss the window and get it wrong face dire consequences." With Khoros, (https://khoros.com/ For more information regarding the results of Khoros' 2020 Social Media Customer Care survey, including statistics about brand interactions on Instagram and Facebook, visit the Khoros Blog (https://khoros.com/ Methodology Survey conducted by Khoros. The data is based on a study of more than 1,300 respondents who said they had ever Tweeted directly to or about a brand/company on Twitter. (Confidence Level of 95% with 2.7 Margin of Error) End
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