Consumers and Social Media

• Nearly half of respondents expected the company to read their tweet
• Nearly 1/3 of respondents received a response from the company about their twitter complaint
• Of those who received follow-up: Nearly three in four were very or somewhat satisfied with the company’s response

Consumers Who Use Social Media

• Prepared to spend 21% more for good service.
• 83% blamed abandoned purchase on poor customer service.
• On average will tell 42 people about a good experience.
• Will tell 53 others about a negative service experience.

Consumers Who Don’t Use Social Media

• Prepared to spend 11% more for good service.
• 49% blamed abandoned purchase on poor customer service.
• On average will tell 9 people about a good experience.
• Will tell 17 others about a negative experience.