84% of Users following brands on Twitter feel ignored! Yes, you read well, that is almost 9 out of 10 followers not feeling the love!
Customers have been jaded by rotten customer service (or the complete absence of it) and would leave their current providers in a heartbeat if you stepped up to the plate. Don’t believe us? Check this out.
Aspect Software, a leading provider of customer contact and enterprise workforce optimization, conducted a survey around social customer service and their results pose an opportunity for brands to develop and retain customer loyalty . . . or an opportunity to steal customers away from their competitors.
But how do you “do” customer service on Twitter? Use this simple approach:
- Use common sense
- Be respectful
- Don’t speak out of turn
- Respect confidential content
- Understand copyright (and that it applies)
- Be transparent
- Be human first
- Get to know your community
- Brand yourself first
- Stay focused
And we’ll give you a head start on the “know your audience” bullet with the Infographic below.
And remember if your followers feel loved, they won’t even look at your competitors!