For businesses, being responsive is table stakes, and consumers now expect that social channels will offer a better customer service experience than email or phone. At a time when more consumers expect quick responses from brands on social media, Australian businesses are mostly failing to deliver on these expectations. An excellent social customer care experience starts with a great social experience that’s why it’s so important to have achievable and measurable social objectives, and brands must also be vigilant about always reinforcing the brand image and values through their social channels.
Key Takeaways:
- For businesses, being responsive is table stakes, and consumers now expect that social channels will offer a better customer service experience than email or phone.
- More than half of Australian small businesses, nearly half of medium-sized firms, and more than twenty per cent of large companies do not have a social media strategy.
- Social media is the fastest-moving industry in history, and innovation from the social networks is moving at a blistering pace.
“More than half of Australian small businesses, nearly half of medium-sized firms, and more than twenty per cent of large companies do not have a social media strategy.”
Leave a Reply