“Social listening” — the practice of brands tuning in to what customers are saying to them and about them on social media — is a hot topic, and we’ve talked a lot about the increasing importance of brand responsiveness. While many companies are working to increase and improve their ability to address consumer questions, comments, and concerns via networks like Twitter, some brands are already way ahead of the pack when it comes to engaging their digital followers, and have made great strides of late.
According to Socialbakers, which has been measuring brand responsiveness on Twitter since the fourth quarter of 2012, companies in the finance, airline, and telecom industries dominate the Twitterverse with respect to effective and quick responses (we wonder if this has anything to do with the fact that these industries often make us want to tear our hair out, and therefore have much to gain by providing excellent customer care). While the latest stats prove that these businesses continue to lead the charge, some under-performing industries like retail have recently shown notable improvement.
In fact, every industry studied has shown at least some improvement in their Twitter response rates, demonstrating that brands are recognizing the importance of social media interactions.