Infographic: How better social service will boost brands’ bottom lines
We’ve seen a lot of research detailing user expectation when it comes to social customer service, and similarly, a lot of research indicating which brands are meeting these expectations, and which are letting the side down.
But exactly how social service affects a customer’s buying potential has been widely speculated. Sure, bad service isn’t going to do your brand any favours, but to what extent?
This new infographic from CrowdSourcing.org goes some way in addressing the question. Beneath the usual stats concerning minutes spent online and tweets per day, there are some pertinent facts about the importance of providing good social service.
For example, 83% of people using social media will blame an abandoned purchase on poor customer service, compared to 49% that don’t. And when it comes to experience sharing, those that use social media will tell 42 others about a positive experience and 53 about a negative one, compared to nine and 17 (respectively) for people not using social. And we’ve seen consistently that peer recommendation is strong currency indeed.
Take a look: