Although consumers are lodging complaints, asking questions and providing feedback on social media, they don’t necessarily tag the brands they’re talking about. In fact, only 3 percent of customer service messages actually tag the companies.
It seems that 'Social Media' has become the crisis management platform of choice for companies and the 'Customer Service' teams on the front line of those consumer queries, questions, and complaints. And this has led many companies to take the brand value and strategic growth opportunity for 'Social Media' completely out of context.
In today’s “always on” digital landscape, responsiveness is the name of the game for customer service. People are flocking to the platforms where they know they’ll be heard and, more importantly, where they know they’ll get a response. That’s why we see that Twitter has become a prime avenue for customer interaction with companies.
The reality is that its so much more than that, if used as a key part of a digital transformation strategy, chances are your company might think twice about ever advertising again.
At DLA Ignite we specialise in helping companies and the internal 'Change Makers' deliver on all these points, and I'm pretty sure we can help you as well.
We have a tried and tested methodology, we hold you and your colleagues hand throughout, ensuring we not only 'teach' you what to do, we also make sure its firmly embedded into your firms and employees DNA.
We don't do retainers, we are not an agency that creates and produces copy/content or sells ads for you.
We are active 'practitioners' of what we do, we already know and can evidence the ROI of a robust and internally aligned 'Social' strategy.
Part of that evidence it that you are reading this blog, just like many others - including your competitor!
We also don't do outbound pushy, salesy marketing, so if you would like to explore more, please contact the author of this blog.
According to a report by Global Web Index, internet users spend an average of 2 hours and 22 minutes per day scrolling through news feeds, posting pictures, liking, sharing, commenting and documenting their experiences.