How Twitter Impacts The Wireless Purchase Process

How does Twitter affect the way that people either choose or change their wireless carrier? How friendly are Twitter users with brands on the platform? A new series of studies by Twitter, MarketShare and Millward Brown takes a closer at these questions and gives us some answers.

Also Read: Twitter Customer Service Can Lead To Higher-Paying Customers

The studies found that Twitter users see themselves as early adopters (53% in fact – twice as many as non-users), and they are more likely to recommend a brand following a positive experience with customer service. A similar study with airlines found exactly the same thing – in fact, users were much more likely to spend more with a brand following a positive experience on Twitter.

Twitter users are more open to new customer service experiences through the platform

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Twitter users are open to new customer service experiences on the platform. Also, if a wireless carrier wants to pitch a new customer through Twitter, it might be a good idea. 33% said that they wanted to hear about offers on Twitter. Also, after personalised customer service, 76% are more likely to try or recommend a brand.

People are also spending time on Twitter to read reviews and gather information about products and services (34% of them). This shows that people inform their future purchasing decisions through Twitter a lot. Those who engaged with an ad from a wireless carrier were 4X more likely to switch carriers. These same users, are 26% more likely to recall an ad from a wireless brand than non-users.

34% or Twitter users spend time on the platform reading reviews and gathering product info

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Finally, Twitter users spend 60% more for their wireless service than the average subscriber. This makes them high-paying customers!

The above, and much more can be found in the infographic below.