I am still dealing with my phone replacement issue and that makes me sad so I won’t talk about it right now. However, I did come across a very funny instance of social customer care gone wrong that cheered me up and wanted to share.
I am of the belief that you can use social media to let a brand know what you are thinking/what has happened regarding a product or service and, ideally get results. The stats show that the effort is worth it:
- From 2012 – 2013, brands have more than doubled their response rate to social questions to 62%. This marks a startling 143% year-over-year increase.
- 71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others, compared to just 19% of customers who do not receive a response.
- Consumers 18 to 29-years-old are more likely to use a brand’s social media site for customer service interactions (43%) than for marketing (23%).
- 32% of social customers expect a response within 30 minutes; 42% expect a response within 60 minutes.
However, customers shouldn’t use their powers for evil! Bullying a brand isn’t the way to get results. In fact, it can backfire. In an article that I just read, a woman was completely unsatisfied with how a restaurant responded to one of her orders. So she decided to go to Yelp and leave a very bad review. The owner found out and responded. Take a look.
All I can say is, customers, be nice!