1. New Study: How Brands
Respond on Twitter

2. Are you getting a
response on Twitter
from your favorite
business?

3. Do brands really listen
to their audience on
social media?

4. A new study by
Brandwatch.com in the
U.S. and U.K. of major
retail brands reveals
some interesting data.

5. 1
Nearly half of brands
do not respond to a
@mention generic
tweet.

6. Here is the graph
results courtesy of
Brandwatch.com:

7. 2
General questions with
@mention garnered
more of a response,
but at a slower rate.

8. Their research found that
companies in the U.S. tend
to reply quicker, and that
the average response was
50 minutes, while in the
U.K. the time frame was
63 minutes.

9. 3
About half of the brands
provided an answer
without a link or replied with
a question, with about one
third favoriting tweets rather
than replying.

10. A little over 30 percent of
responses included a
helpful link, and under 15
percent used the Direct
Message feature or gave
out a telephone number.

11. Here is a quick summery of the study
Most brands ignore
@tagged mentions on
Twitter
Brands take longer to
respond to questions
than they do to engage
with general comments
Just 11.2% of retail
brands respond to
questions within one
hour
Of brands that respond
to questions, the most
common approach is to
resolve them directly on
Twitter
For neutral @tagged mentions that
do not include a question, the
brands that choose to engage
usually attempt to start a
conversation

12. Credit: Brandwatch.com
Thank you!
Read the full article in
SusanGilbert.com