A recent survey by TolunaQuick showed that 45 percent of consumers say that they enjoy interacting with brands on social media. Increasingly, consumers are turning to online resources over an 800-number for customer service. The instantaneous, crowd-sourcing nature of social media makes it a perfect tool for customers who are looking for an answer now.
According to a separate survey by The Social Habit, 42 percent of consumers who attempt to contact a brand via social media expect an answer within one hour, and 32 percent want an answer within 30 minutes. But while 48 percent of all tweets sent to companies are customer service questions, only 30 percent ever see a response from those companies.
A Facebook page or Twitter profile may not be a perfect fit for all organizations, but your customers are certainly using social media platforms. The question now isn’t “Are they talking about you?” It’s “What are they saying?”
In the latest episode of Cookerly Unscripted, vice president Lindsay Durfee discusses social CRM and why it’s imperative that businesses pay attention.
To read the white paper mentioned in the video, download “Customers First: Improving CRM in a Social Age.”
Image Credit: Flickr user MDGovpics
As design director at Cookerly, Tim serves as the creative lead in the development of branding campaigns, print collateral and digital media for clients across a broad range of industries, including consumer, professional services, healthcare and technology.
As a senior vice president at Cookerly, Mike Rieman is a strategic communications leader specializing in media relations and reputation management. With a proven track record of securing high-profile placements in top-tier outlets such as The New York Times, The Wall Street Journal, CNN and USA Today, he excels at crafting compelling narratives that resonate across print, broadcast and digital platforms.
Mike Touhill is vice president at Cookerly Public Relations, where he helps lead traditional, social and digital media programs for B2B and B2C clients in packaging, telecommunications and technology, among other industries. As a communication leader, he develops and executes public relations strategy, provides proactive and reactive counsel to C-level executives and secures earned media coverage for client initiatives and product.
Andrew Agan is a vice president at Cookerly Public Relations, overseeing the agency’s internship program and leading media relations, content strategy and social media initiatives. He provides counsel and executes campaigns for clients across various sectors, including finance, healthcare, hospitality, technology, automotive and many others. Andrew excels at crafting compelling stories and building media relationships, resulting in clients being featured in notable outlets such as CNBC, Associated Press, Business Insider, Fox Business, HBO, Inc. Magazine, Sirius XM, The Wall Street Journal and USA Today, among others.
As vice president of Cookerly, Sheryl Sellaway uses her extensive corporate communications background to lead consumer PR efforts, deliver strategy for marketing programs and share expertise about community initiatives.
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