The larger your customer base, the more problems on social media?

Many brands would love millions of followers of their social media profiles, customers just waiting for that next brand message or purchase motivator. However, it’s not a one way street. Social gives customers  a direct and very visible route to a brand. Some might say that the more followers you have, the more often you will have to respond to consumer queries (meaning increased resourcing) or, even worse, negative sentiment.

Those clever bods at Conversocial have recently compiled a new study: Top US Clothing Retailers on their Customer Service Response Times on Twitter (based on their revenue listing in 2010) there’s a great summary on The Next Web, however what we think is most compelling is the insight that customer queries/complaints comes from consumers on the go. The trend of  customers in store tweeting from their mobiles is growing and emphasises the importance of swift and concise responses. After all when potential customer are that close to a purchase, can you afford to miss the opportunity?

Conversocial analysis of clothing retailer response times

 

Enhanced by Zemanta

Latest Posts

Instagram Rings is a new and exciting award that celebrates creators who take bold, creative risks and push the boundaries of content on the platform. Instead of focusing on follower counts or financial benchmarks, it honors originality, cultural impact, and the spirit of experimentation. Winners receive…
Read More
From Oasis-fuelled nostalgia to TikTok Shop, here’s how UK culture drives baskets. Build for durable shifts, ride bubbles wisely.
Read More
Halloween can be a gift for social teams: bold colour, playful typography, and a built-in excuse to try weirder ideas. Below is a designer’s take on where the real opportunities are this season for a creative agency. Start sooner than you think The “spooky season” isn’t confined to the last…
Read More