Social Media is the most dynamic aspect of your customer service strategy,
and in the age of the customer, it is quickly becoming the most important
component. Consumers are online, connected, and expecting their favorite
brands to engage them where they already are—Twitter, Facebook, and
other social sites. Check out these 10 stunning facts that illustrate the
future of the customer experience.

Consumers spend…
1
…On Average 37 Minutes
on Social Media Per Day

They Take Action on Social
2
67% of Consumers
Have Used
a Social Media
Site for Service

3
Over 3 out of 10
Consumers
PREFER to Contact
Brands with
Social Media
Some Even Prefer It that Way

4More People Are on Mobile than Desktop
60% of
All Online
Traffic
SmartphoneTablet
&

5Consumers then Share Their Experiences
42%
Share Good
Experiences
53%
Share Bad
Experiences

6So the Rewards for Good Service Are Worth It
Customers Who Have a
Positive Customer
Experience on Social Are
3x
More Likely
to Recommend
a Brand

7Consumers May Not Be Tagging Your Brand
Less than 3% of
Customers
Directly @ Mention
Brands on Twitter
@

8And They Tweet from Inside the Store
14%
of Tweets
Sent to
Major Brands
Come from in-store

9Failure to Respond on Social…
Customer Retention
…Leads to a
15% Increase
in the Churn Rate

10Customers Want to Be Appreciated
71%
71% of Customers Cite
“Valuing Their Time”
as the Most Important
Thing a Company Can do

Technology is rapidly changing the call center, but that doesn’t mean traditional
customer service is any less important. Call center agents are still on the front line.
Download our FREE Ebook and learn the fundamental tips and strategies that lead
to success in the call center.
Download our
FREE
Call Center and
Customer Experience
EBook
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Everything You Need to Know for Instant Success

Wall Street Journal
Comstore.com
JDPower.com
Nielsen.com
Forrester.com
Gartner.com
ConverSocial.com
Harvard Business Review
American Express
ConverSocial.com
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Sources:
http://www.gomindsight.com