9% of customers engage brands via social media; only 37% receive great customer service

9% of customers engage brands via social media; only 37% receive great customer service

by Andy Beal Advice

The biggest problem for many brands is that they want to hop on the social media train, but they do a cruddy job of providing customer service to those that engage them. 2013 is littered with the reputation roadkill of companies that failed to deliver the expected experience.

This infographic by The Connection highlights where companies are failing to deliver…

Social Media Customer Service Infographic

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ByAndy Beal

Andy Beal is The Original Online Reputation Expert™. A bestselling author of two critically-acclaimed reputation management books, a keynote speaker at dozens of events, and brand consultant experience with thousands of individuals and companies.

    1 Comment for “9% of customers engage brands via social media; only 37% receive great customer service”

    1. My personal experience is that 9 times out of 10 I never receive a response and every time I have received one it goes to my ‘other’ box cause the company did not pay the fee to get it into my inbox.

      Small companies do a much better job of engagement on social media than large brands.

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