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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
Call Center Strategy 101:
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
Brought to you by:
Sources:
http://www.gomindsight.com

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10 Stunning Stats to Help Solidify Your Social Media Strategy

  • 1. 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.
  • 2. Consumers spend… 1 …On Average 37 Minutes on Social Media Per Day
  • 3. They Take Action on Social 2 67% of Consumers Have Used a Social Media Site for Service
  • 4. 3 Over 3 out of 10 Consumers PREFER to Contact Brands with Social Media Some Even Prefer It that Way
  • 5. 4More People Are on Mobile than Desktop 60% of All Online Traffic SmartphoneTablet &
  • 6. 5Consumers then Share Their Experiences 42% Share Good Experiences 53% Share Bad Experiences
  • 7. 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
  • 8. 7Consumers May Not Be Tagging Your Brand Less than 3% of Customers Directly @ Mention Brands on Twitter @
  • 9. 8And They Tweet from Inside the Store 14% of Tweets Sent to Major Brands Come from in-store
  • 10. 9Failure to Respond on Social… Customer Retention …Leads to a 15% Increase in the Churn Rate
  • 11. 10Customers Want to Be Appreciated 71% 71% of Customers Cite “Valuing Their Time” as the Most Important Thing a Company Can do
  • 12. 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 Call Center Strategy 101: Everything You Need to Know for Instant Success
  • 13. Wall Street Journal Comstore.com JDPower.com Nielsen.com Forrester.com Gartner.com ConverSocial.com Harvard Business Review American Express ConverSocial.com Brought to you by: Sources: http://www.gomindsight.com