Infographic of the Month: the Rise of Social Customer Service
Today’s blog post launches a new series on one of my favorite ways to present interesting data – the infographic. Each month, I’ll bring you my favorite and tie it into the wonderful world of public affairs.
If you’ve been paying any attention at all, then you’ve noticed the power of social customer service. I can point to at least two examples of my own social customer service success. One involved a Nine West Outlet over a pair of shoes and the other a majorly delayed flight with Delta Airlines. Both were resolved pretty quickly – all because I tweeted my dismay. Clearly, these companies are paying attention online.
It’s no surprise that brands are dedicating mega resources toward fielding user complaints and inquiries. It seems that, nowadays, your response time is indicative of how much you actually care about the people you serve.
Click here to view the infographic in its original context.
If you’re a Twitter believer like me, then you’ve likely also tweeted about a bad experience with hopes of getting a reply from that company. But, sadly (as the infographic shows), only 58 percent of us ever receive a response. Want to connect with all of your favorite brands on Facebook? That’s just too bad in some cases. Only 20 percent of Fortune 500’s 100 largest companies currently engage with fans there.
Could this model apply to the advocacy-based organizations that fill the nation’s capital?
While the big boys may have more cash to throw at keeping their public happy, advocacy-based groups can learn from the social customer service model. Could they, too, learn from this social customer service model in order to better serve their nationwide grassroots and grasstops advocates?
Take it from this infographic – don’t wait until you have to be responsive. Put a plan in place that will keep your advocates and brand ambassadors occupied before you find they’re unhappy.