Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

  • SHARES

By Shea Bennett

Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

Did you know that 82 percent of companies believe that they provide superior customer service on social media?

Sounds great, right? Unfortunately, 92 percent of consumers disagree.

Uh oh.

Here’s the thing: most brands are not keeping pace with social engagement, which is growing nine times faster than Facebook and Twitter combined. Typically brands only respond to 20 percent of enquiries – usually taking hours to do so – even though a third of consumers expect a response within 30 minutes. And you can kind of see why: social media is meant to be changing the world. It’s instant media with instant feedback. So why are so many brands so slow to react?

This visual from Brickfish takes a closer look at why smart brands race to respond to consumers on social media.

Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

(Source: Brickfish. Help image via Shutterstock.)