A lot of brands have turned their Twitter accounts into the hub of their business’s customer service side, and for good reason! Look at the facts:
*71% of 16-24 year olds go online when they have a problem with a product (2012 Sitel Study)
*67% of 23,000 consumers in a J.D. Power and Associates study had used a company’s social media site for servicing
*87% of consumers in the J.D. Power and Associates study said their online social interaction with the company positively impacted the likelihood that they’ll purchase from the brand, and that the responsiveness of the service representatives were a key of that satisfaction.” – Social Media Chicago
Using my personal experience as a Community Manager, I went straight to social media to air my disdain for a poorly packaged bag of chips. My end result was out of this world! Here’s the story:
I was coming home from work and needed a snack to hold me over until dinner time. I popped into a local Grocery Store to pick up a perfectly priced Pop Chips snack, only to find a half-full bag of chips. I took a snapshot and immediately tweeted the company.