Social Media as Customer Service

Ben McConnell

Some stats from a recent survey conducted about Americans who use social media sites and their interaction with business:

 

  • 60% interact with companies using social media
  • 93% say a company should have a presence in social media
  • 85% say a company should not only be present but also interact with its customers via social media
  • 56% say they feel a stronger connection with and better served by companies when they can interact with them in a social media environment
  • 43% say companies should use social networks to solve customers' problems
  • 41% say companies should use social media to solicit feedback about products and services


(Source:
2008 Cone Business in Social Media Study, from an online survey conducted Sept. 11-12, 2008 by Opinion Research Corporation among 1,092 adults comprising 525 men and 567 women 18 years of age and older. Margin of error +/- 3%.)

Social media is the new customer service. When social media-driven customer service is combined with the work of citizen marketers, it becomes a force for more credible problem-solving (and less expensive customer service costs). With its inherent market research opportunities, social media has crossed over to the category of obvious strategy.


Ben McConnell, author Citizen Marketers: When People are the Message
www.CreatingCustomerEvangelists.com
Copyright 2008. All Rights Reserved.

 

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