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SOCIALCUSTOMERTHEUNDENIABLEAUTHORITYOFTHETHEDAWNOFTHEDIGITALAGE,alongwiththeexplosivegrowthofsocialmedia,hasforcedtheevolutionofcustomerservice.Withitcametheriseofanewcustomer—onewhohasbeenknowntotoppleeventhemostrespectedofbrands.THISNEWFOUNDAUTHORITYISKNOWNASTHESOCIALCUSTOMER.WHOISTHESOCIALCUSTOMER?THESOCIALCUSTOMERTOUCHESNEARLYEVERYCORNEROFTHEGLOBE.20%ATLEAST20%OFTHEWORLD’SPOPULATIONUSESSOCIALMEDIA.THAT’SMORETHANHALFOFTHE2.4BILLIONINTERNETUSERSACROSSTHEWORLD.TODAY’SSOCIALCUSTOMERIS:…WHICHHASCHANGEDEVERYTHINGBUSINESSOWNERSTHOUGHTTHEYKNEWABOUTCUSTOMERRELATIONSHIPS.LISTENINGTOPEERSRESEARCHINGHEAVILYONLINEPOSTINGCOMPLAINTSONSOCIALMEDIAEXPECTATIONSAREHIGH.Intoday'sageofconstantconnectivityandinstantsolutions,theSocialCustomerdemandsimmediateassistanceatanyhouroftheday.FACEBOOK 46% 46%ofcustomerswant toengagewithbrands viaFacebooktosolve problems.39%ofthemarelooking togivefeedbackabout productsorservices. 29%29%ofcustomersexpectresponses within2hours. 22%22%ofcustomers expectsame-day responses.TWITTER81%ofTwitterusersexpectsame-daycustomerserviceresponses.22%ofTwitterusersexpectresponseswithin2hours.30%ofTwitterusersexpectresponseswithin30minutes. 81%22%30%80%MORETHAN1MILLIONPEOPLEviewtweetsaboutcustomerserviceeveryweek.ROUGHLYofcustomerservicetweetsarenegativeorcriticalinnature.SOCIALMEDIAHASPROVIDEDANINTIMATECONNECTIONAMONGALLCONSUMERS. 88%88%OFCUSTOMERSareinuencedbyreadingreviews.SOCIALCUSTOMERSNOLONGERLISTENTOCOMPANYMESSAGES;THEY’RELISTENINGTOPEERSINSTEAD.THEPOWERHASSHIFTEDFROMBRANDSTOTHEIRCUSTOMERS. Onaverage,1SOCIAL CUSTOMERwilltell 42OTHERPEOPLE aboutacompany.HOWDOESTHISSHIFTINAUTHORITYAFFECTCUSTOMERSUPPORTFORBUSINESSES?UNFORTUNATELY,MANYORGANIZATIONSSTILLDONOTBELIEVEINTHEAUTHORITYOFTHESOCIALCUSTOMER.60%ofcompaniesdon'trespondtocustomersviasocialmedia,evenwhenaskeddirectquestions.7OFTHETOP20retailershaveevenerasedcustomerquestionsontheirFacebookpages.88%ofconsumersarelesslikelytobuyfromcompaniesthatignorecomplaintsandquestionsonsocialmedia.ONLY17%ofconsumerswhohadnegativeserviceexperiencesrecommendthosecompaniesinthefuture.88%17%BUTTHEY’REPAYINGFORIT......MONEYSHREDDERTHEMOSTSOCIALLYPROACTIVECOMPANIESSEESOLIDRESULTS: Customerswhoengagewithcompaniesover socialmediaspend20%to40%moremoney withthosecompaniesthanothercustomers.81%ofcompanieswithstrongcapabilitiesfordeliveringexcellentcustomerserviceareout-performingtheircompetitors.81%锐普 ppt 关于艾滋病ppt课件精益管理ppt下载地图下载ppt可编辑假如ppt教学课件下载triz基础知识ppt 论坛chinakui转：www.rapidbbs.cnHOWSHOULDYOUPREPAREYOURSELFFORTHECOMINGAGEOFTHESOCIALCUSTOMER?ALWAYSRESPOND.NOMATTERHOWEMBARRASSEDORFRUSTRATEDYOUMAYFEELWHENACUSTOMERCOMPLAINSONSOCIALMEDIA,YOUSHOULD83%ofcustomerswhotweetcomplaintsloveitwhencompaniesrespond.WHENRESPONDINGTOTHESOCIALCUSTOMER,DON’TFORGETTO:STRIVEFORFASTRESPONSETIMES.BEHUMANAND,ATTIMES,APPLYHUMOR.DON’TBEDEFENSIVE.ALWAYSTHANKTHECUSTOMER.SUGGESTASOLUTIONTOTHEPROBLEM.12345TOIMPROVEYOURCOMPANY’SOVERALLPLANFORSOCIALCUSTOMERSERVICE,CONSIDERTHESETIPS:LISTENTOYOURCUSTOMERSANDBUILDRELATIONSHIPSWITHTHEM.HAVEADETAILEDCRISIS-MANAGEMENTPLAN.DESIGNATEATLEASTONEMEMBEROFYOURCOMPANYTOBEAVAILABLE24/7ONSOCIALMEDIA.COMMITRANDOMACTSOFWOWFORYOURCUSTOMERS.STRIVETOALWAYSPROVIDELINKSTOHELPFULINFORMATIONATTHEENDOFEACHRESPONSE.EVENIFTHECHANNELS(FACEBOOK,TWITTER,ETC.)EVOLVE,THESOCIALCUSTOMERISHERETOSTAY.INTHENOT-SO-DISTANTFUTURE,CONSUMERSWILLEXPECTEVENFASTERRESPONSESFROMCOMPANIESLIKEYOURS.DON’TLETYOURCUSTOMERSERVICEEFFORTSFALLBEHIND!DESK.COMISTHEONLYCUSTOMERSERVICEPRODUCTBUILTFROMTHEGROUNDUPTOSERVETHENEWSOCIALCUSTOMER.VIEWANDRESPONDTOYOURSOCIALCUSTOMERSDIRECTLYFROMWITHINDESK.COM.Sources:pewinternet.org,forrester.com,conecomm.com,oracle.com,touchagency.com,zendesk.com,americanexpress.com,liveops.com,crmidol.com,nmincite.com,inc.com,peppersandrogersgroup.com,maritzresearch.comSIGNUPFORYOURFREE14-DAYTRIALOFDESK.COMTODAY!CLICKHERETOGETSTARTED