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.
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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.
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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.
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