Customers expect to be served by social media, and they expect that service to come quickly, according to research by Lithium Technologies.
Fifty-three percent of consumers who expect a brand to respond to their Tweet want that response in less than an hour. When those consumers are tweeting complaints, that figure skyrockets to a whopping 72 percent.
The upside to this is that brands that do make effective and timely use of their Twitter accounts to respond to consumers can reap some serious benefits:
- 34 percent are likely to buy more from that company
- 43 percent are likely to encourage friends and family to buy their products
- 38 percent are more receptive to their advertisements
- 42 percent are willing to praise or recommend the brand through social media