Ready or not, customers are moving to social media, either because they’ve had trouble contacting you on other channels, because they like the convenience, or because they want their voices to be heard. Is your organization listening?
According to a new study from NM Incite, a joint venture between Nielsen and McKinsey & Company, nearly half (47%) of U.S. social media users today now actively seek customer service through social media, and for the organizations that deliver, there are increasing rewards. Customers who receive a quick and effective response are three times (71%) more likely to recommend the brand, compared to just 19% who will still recommend the brand if they don’t receive a response. Read More