THE UNDENIABLE AUTHORITY OF THE SOCIAL CUSTOMER

THE SOCIAL CUSTOMER. THE DAWN OF THEDIGITAL AGE, along with the explosive growth of social media, has forced the evolution of customer service. With it came the rise of a new customer—one who has been known to topple even the most respected of brands. THIS NEWFOUND AUTHORITY IS KNOWN AS THE SOCIAL CUSTOMER.

WHO IS THE SOCIAL CUSTOMER?

THE SOCIAL CUSTOMER TOUCHES NEARLY EVERY CORNER OF THE GLOBE. AT LEAST 20% OF THE WORLD’S POPULATION USE SSOCIAL MEDIA. THAT’S MORE THAN HALF OF THE 2.4 BILLION INTERNET USERS ACROSS THE WORLD. 20%

TODAY’S SOCIAL CUSTOMER IS: LISTENING TO PEERS RESEARCHING HEAVILY ONLINE POSTING COMPLAINTS ON SOCIAL MEDIA …WHICH HAS CHANGED EVERYTHING BUSINESS OWNERS THOUGHT THEY KNEW ABOUT CUSTOMER RELATIONSHIPS.

EXPECTATIONS ARE HIGH. In today's age of constant connectivity and instant solutions, the Social Customer demands immediate assistance at any hour of the day. EXPECTATIONS ARE HIGH.

FACEBOOK 39% of them are looking 22% of customers 29% of customers 46% 46% of customers want to engage with brands via Facebook to solve problems. 39% of them are looking to give feedback about products or services. 22% 22% of customers expect same-day responses. 29% 29% of customers expect responses within 2 hours.

TWITTER 22% 30% 81% of Twitter users expect same-day customer service responses. 22% of Twitter users expect responses within 2 hours. 30% of Twitter users within 30 minutes. 81% 22% 30%

80% AN INTIMATE CONNECTION AMONG ALL CONSUMERS. SOCIAL MEDIA HAS PROVIDED AN INTIMATE CONNECTION AMONG ALL CONSUMERS. ROUGHLY of customer service tweets are negative or critical in nature. 80% MORE THAN 1 MILLION PEOPLE view tweets about customer service every week.

SOCIAL CUSTOMERS NO LONGER LISTEN TO COMPANY MESSAGES; THEY’RE LISTENING TO PEERS INSTEAD. THE POWER HAS SHIFTED FROM BRANDS TO THEIR CUSTOMERS. On average, 1 SOCIAL CUSTOMER will tell 42 OTHER PEOPLE about a company. 88% 88% OF CUSTOMERS are in uenced by reading reviews.

CUSTOMER SUPPORT FOR BUSINESSES? HOW DOES THIS SHIFT IN AUTHORITY AFFECT CUSTOMER SUPPORT FOR BUSINESSES?

60% UNFORTUNATELY, MANY ORGANIZATIONS STILL DO NOT BELIEVE IN THE AUTHORITY OF THE SOCIAL CUSTOMER. 60% of companies don't respond to customers via social media, even when asked direct questions. 7 OF THE TOP 20 retailers have even erased customer questions on their Facebook pages.

BUT THEY’RE PAYING FOR IT...... 88% of consumers are less likely to buy from companies that ignore complaints and questions on social media. 88% MONEY SHREDDER ONLY 17% of consumers who had negative service experiences recommend those companies in the future. 17%

THE MOST SOCIALLY PROACTIVE COMPANIES SEE SOLIDRE SULTS: Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers. 81% 81% of companies with strong capabilities for delivering excellent customer service are out-performing their competitors.

SOCIAL CUSTOMER? THE COMING AGE OF THE HOW SHOULD YOU PREPARE YOURSELF FOR THE COMING AGE OF THE SOCIAL CUSTOMER?

NO MATTER HOW EMBARRASSED OR FRUSTRATED YOU MAY FEEL WHEN A CUSTOMER COMPLAINS ON SOCIAL MEDIA, YOU SHOULD ALWAYS RESPOND. 83% of customers who tweet complaints love it when companies respond.

WHEN RESPONDING TO THE SOCIAL CUSTOMER, DON’T FORGET TO: 1 2 3 4 5 STRIVEFORFASTRESPONSETIMES. BEHUMANAND,ATTIMES,APPLYHUMOR. DON’TBEDEFENSIVE. ALWAYSTHANKTHECUSTOMER. SUGGESTASOLUTIONTOTHEPROBLEM.

TO IMPROVE YOUR COMPANY’S OVERALL PLAN FOR SOCIAL CUSTOMER SERVICE, CONSIDER THESE TIPS: LISTENTOYOURCUSTOMERSAND BUILDRELATIONSHIPSWITHTHEM. HAVEADETAILEDCRISIS-MANAGEMENTPLAN. DESIGNATEATLEASTONEMEMBEROFYOUR COMPANYTOBEAVAILABLE24/7ONSOCIALMEDIA. COMMITRANDOMACTSOFWOWFORYOURCUSTOMERS. STRIVETOALWAYSPROVIDELINKSTOHELPFUL INFORMATIONATTHEENDOFEACHRESPONSE.

THE SOCIAL CUSTOMER IS HERE TO STAY. EVEN IF THE CHANNELS (FACEBOOK, TWITTER, ETC.) EVOLVE, THE SOCIAL CUSTOMER IS HERE TO STAY. IN THE NOT-SO-DISTANT FUTURE, CONSUMERS WILL EXPECT EVEN FASTER RESPONSES FROM COMPANIES LIKE YOURS. DON’T LET YOUR CUSTOMER SERVICE EFFORTS FALL BEHIND!

SIGN UP FOR YOUR FREE 14-DAY TRIAL OF DESK.COM TODAY! CLICK HERE TO GET STARTED DESK.COM IS THE ONLY CUSTOMER SERVICE PRODUCT BUILT FROM THE GROUND UP TO SERVE THE NEW SOCIAL CUSTOMER. VIEW AND RESPOND TO YOUR SOCIAL CUSTOMERS DIRECTLY FROM WITHIN DESK.COM. Sources: pewinternet.org, forrester.com, conecomm.com, oracle.com, touchagency.com, zendesk.com, americanexpress.com, liveops.com, crmidol.com, nmincite.com, inc.com, peppersandrogersgroup.com, maritzresearch.com

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