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The Best Social Media Strategy Is Customer Service, New Study Posits: Brands That Respond via Social Build Greater Loyalty

Brand loyalty, brand social media response, brands promotions, Customer service, Facebook PR, Instagram PR, Marketing, Pr, promotional mechanism, Public relations, Scott Brandt, social branding, Social media, social media strategy, Sprout Social, Twitter PR2 in 3 People Have More Loyalty if a Brand Responds to Them on Social Media

Today, the stakes for brands on social media have never been higher, as 1 in 3 people say that if a company doesn’t respond to them on Facebook, Twitter or Instagram, they will switch to a competitor. For years, brands have been using social as a promotional mechanism, currently pumping out 23 messages for every 1 response given to a consumer—and their customers are fed up. New research from Sprout Social displays the ever-widening gap between what customers expect and what brands deliver on social.

The firm’s latest study reveals that a majority of people expect to hear back from a brand within four hours of sending a message—while in reality, people wait an average of 10 hours before receiving a response. Even worse, the data found that while consumers send 18 percent more social messages to brands than they did last year, nine in 10 of those messages go unanswered.

Now, consumers are speaking out. In fact, 36 percent of people will publicly shame a company that ignores them on social, while a quarter are less likely to use a brand’s product or service.

“For years, Sprout has been talking about the importance of social engagement, and this study underscores its effect on a brand’s bottom line,” said Scott Brandt, CMO of Sprout Social, in a news release. “There is a clear disparity between what people want and what most brands are providing on social. Unless brands start closing that gap and meeting consumer expectations, people will take their loyalty and money elsewhere.”

For its Q2 2016 Index, Sprout surveyed 1,000 individuals with Twitter, Facebook and Instagram accounts and collected metrics on the social interactions of 15 key industries, observing the disconnect between brand behavior and customer demands. The data reveals that if brands do meet customer expectations, they could turn the situation around.

A few key takeaways include:

  • 90 percent of people have used social in some way to communicate directly with a brand.
  • Brands respond to only 11 percent of consumer messages, yet they’re sending 23 promotional messages for every one response given to their audience.
  • Three in four people have had a negative interaction with a brand on social media, but 75 percent say they’re likely to share a positive experience on their personal profile.
  • 14 percent of people are less likely to post negative things about a brand or service if a company responds on social.
  • 42 percent of people are more likely to use a brand’s product or service, and more than a third have more brand loyalty if they get a response.

See more information about the results here.

This consumer survey was conducted by Survata, an independent research firm in San Francisco. Survata interviewed 1,062 online respondents between April 08, 2016, and April 11, 2016. All referenced data is based on 247,000 public social profiles (93,000 Facebook; 114,000 Twitter; 40,000 Instagram) of continually active accounts between Q1 2015 and Q1 2016. More than 2.9 billion messages sent and received during that time were analyzed for the purposes of this report.

Source: PRWeb; edited by Richard Carufel

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