This is a bit old, but it’s too good not to share. And it’s also going straight into my social media presentation for future GetListed.org Local University workshops because it sums up one of the main points in my presentation.
I’m talking about this study from Conversocial about consumer expectations when engaging with companies on social networks.
The main point I want to share:
88.3% of respondents said they’d be either somewhat less likely or far less likely to buy from a company that ignores complaints on Facebook.
That’s from a survey of more than 500 social network users with an average age of 38.
Now, I’m not exactly thrilled with the way that question is worded. It specifically mentions “unanswered questions or complaints,” so it could be the complaints that are costing business, or it could be the fact that the company is ignoring things — we don’t know.
But we can safely say that the combination of doing things in such a way that you get a lot of complaints via social networks, combined with not responding to those complaints, is really bad for business.
I’ve written about this topic indirectly before. You might remember this one: “Sometimes, A Simple (Social Media) Reply Is All It Takes”. In that post, I discuss a study which showed that 83 percent of people who complained on Twitter about a company liked it when the company replied to their complaint.
Don’t ignore customers on social networks. Don’t ignore their questions and complaints. There’s no good to come from it.
(by Matt McGee – view original article here)