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
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:
-
Social Media, Mobile and Internet Data by the Minute [infographic]
- Social Media Use, From the Employer Perspective [infographic]
- Twitter Statistics Showing Exponential Growth [infographic]
- Digital Marketing – Conversion Opportunities for Business
- Social Media Buttons for Targeting Your Business Audience [infographic]
- Social Media Statistics on the Fortune 500 Companies [infographic]
- Social Media Statistics on Pinterest – Traffic and Online Sales Impacts
Customer Service blogs and infographics:
- Self-Service – The Evolving Automated Customer Service Experience
- Contract Proposal Can Lead to More Clients, More Revenue
- Product Mix – Designing Products and Services for the Consumer
Business information, resources and tips for the entrepreneur
© 2012 Strategy Plan One
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