Jeff Bullas jeffbullas.com
The bursting of social media upon the internet scene is providing people with all new ways to share, collaborate and communicate. This is making it easier to connect one-on-one with anyone, anywhere in the world, and businesses are no exception.
The same tools that are used daily by hundreds of millions of people around the world in the form of Facebook, Twitter and other social media platforms are available to companies looking to better connect with their customer base, quickly changing what used to be a difficult task into a simple, intuitive matter for public relations professionals and potential customers alike.
Social media customer service is a problem
A study was conducted to see what the top 25 top retailer’s reaction on Twitter was in the real world to customer service inquiries. It found “six of the 25 retailers didn’t reply to any of the analysts’ customer service inquiries” over a 24 hour period.
According to F.C. Tucker Company, Inc., about fifteen per cent of young customers (16-24 year old) prefer social media over any other channel for customer service while (based on 2012 STELLA Service Study), most customers trying to reach biggest retailers using Twitter fail to hear back. That’s your huge competitive advantage!