Why you can’t ignore the young social customer

Lying low isn’t an easy thing for brands to do on social media, particularly when it comes to the young and socially savvy customer.

According to a recent study by Sitel, 15% of 16-24 year-olds in the UK use social media as their preferred channel for resolving customer service issues; while 7% say that venting on social media is the first thing they do when faced with a faulty product.

This compares with only 8% of 25-34 year-olds who cite social media as their preferred channel for customer care; and drops off to just 3% for the over 35s.

In the accelerated world of social media the need for fast customer response times is amplified, particularly by younger demographics , born and bred on social media and with high expectations of quick reactions and – where possible – resolutions from brands.

Judging by the low statistics, social customer service is still very much in its infancy. Which can only mean one thing; it’s going to get bigger.

The current volumes of online customer complaints are a mere fraction of the levels they will reach as the 16 year-olds of today – not to mention every generation to follow them – come of age.

Customer care through social channels will shift from a nice-to-have to a critical necessity.

If you would like to find out more about the way social media is reshaping the relationship between customers and brands, then immediate future MD, Katy Howell, is speaking at The Social Customer 2012 conference in London on March 29.

For details and to find out how to claim immediate future’s exclusive 10% discount contact info@immediatefuture.co.uk.

Latest Posts

Generative AI is encroaching on all forms of social media – whether it’s post creation tools, text and image creators or chatbots – the very face of social media as we know it is transforming and may never be the same again. For better or for worse? The debate rages…
Read More
Stay in the loop with the ever-changing landscape of social media updates. Explore the newest highlights right here: Meta plans to unveil its next-generation AR glasses Meta intends to showcase the progress made over the years on its upcoming augmented reality glasses. As per the source: “The…
Read More
Why, When, Where, all at once  Botanica is the trend of response to a world increasingly shaped by technology, seeking to reconnect individuals with the beauty of the environment. Ok you may have seen this before, in the early 2000’s, but it is now back and it’s here to stay.
Read More