As if brands needed another reason to amp up their resources in social customer service: a new infographic from Zendesk posits that more people share their bad customer service experiences on social media than their good experiences (45% vs. 38%).
In addition, a full 88% of survey respondents said that they’d been influenced by online customer service reviews when making buying decisions.
That means that social listening is more critical than ever in managing your brand’s reputation, not to discount traditional customer service efforts.
Want to excel at customer service and keep your fans and followers content, and likely to wave your brand’s flag?
Heed the findings in the infographic below:
- The World of Social Media 2014: Statistics, Facts & Figures [INFOGRAPHIC]
- Holiday Shopping Goes Social (But Not so Much on #Twitter) [INFOGRAPHIC]
- Your New Social Media Strategy: Attract, Engage, Convert & Monitor [INFOGRAPHIC]
- What we Learned About Social Media in 2014 [INFOGRAPHIC]