Think that people don't care about conversations about the customer service experience your company provides? Think again!
According to a recently released study from The Society for New Communications Research on Customer Care, a lot more people are using Social Media to investigate Customer Service experiences dealing with companies. In the study 91% percent of the respondents said they used some sort of Social Media either "Always", "Often", "Sometimes", or "Rarely". That's saying something, and companies should start taking heed.
Not only are more people utilizing social media when researching customer service experiences, they take it into great consideration, with only 3% of those respondents saying they never consider it. So what's this saying? It's saying, what people are doing in social media matters. It doesn't matter a little, it matters a lot. Do you know how well your customer service stacks up in social media circles?
Social Media is a wide area of types of sites. So which types of sites are the most influential? Sorry Facebook & MySpace, it seems you guys don't fair well at all, and forget about Digg & social news sites. People look to Ratings & Review sites, Discussion Forums & Blogs the most. The study did include Search Engines - but they aren't Social Media, however that was a top influencer.
This is a pretty interesting study. Even though it only looks at customer service experience, it is interesting to me. Great customer service is a natural place to start good social media and word of mouth marketing strategy. This study just goes back to reinforcing that fact.