EService, Social Media and Customer Service Trends [infographic]

Strategy Plan One

June 23, 2012 

Eservice, Social Media and the Customer

With the social media craze estimated to grow by 37% this year, businesses must be ready to intercept social media friendly customers and serve them well.  It’s not just about speed of service to customers, but the other factors that play into building that customer base, and just as important, retaining those customers.

Here is a strategic look at customer service from the Eservice & Social Media business side, in this infographic from Bluewolf.

Ground-breaking customer service models driven by:

  • 87% customer demand for better service
  • 71% from pressures from competition 
  • 28% loyalty of the customer

Customer behavior when businesses screw up:

  • 17% leave after a single mistake
  • 40% hit the road after a two mess-ups
  • 28% have had enough after the third mistake

Social Media and Eservice Trends:

  • E-service (web, social media, chat) estimated to grow by 53% in the next year
  • Social media expected to grow by 37%
  • By 2020: 90% of businesses will use social media for responding to customer inquiries
  • 20% of Fortune 500 companies engage with customers on Facebook

customer service - social media

Changing the customer service model may be necessary for businesses as the social media platforms in use will continue to grow.  Integrating and emphasizing an Eservice model would seem essential to the speed and effectiveness of customer service, in satisfying the customers for long-term relationships with businesses.

Here are some additional Social Media articles, blogs and infographics:

Customer Service blogs and infographics:

 

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© 2012 Strategy Plan One

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6 thoughts on “EService, Social Media and Customer Service Trends [infographic]

  1. Being in the face-to-face customer service business I have noticed over the past year the increase in customers being more difficult and demanding than ever before. My thoughts are that we are in the age of “instant everything” and that is what everyone is expecting, even in medicine which is where I work. Great post as always!

  2. Is the demand for better service a result of improved communication like the cell phone, video conferencing, and the Internet or have service levels decreased because of these technologies? For instance, it has become much harder to get a live person to help with a problem for most any product or service. Frustration levels are at an all time high, and companies continue to be good at talking the talk of service but weak on delivery.

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