Brandweek will feature live discussions with marketing pros at ULTA Beauty, Converse, UPS and more. Meet us in Miami Sept. 11–14 to boost your business and elevate your brand.
Great social media customer service has a strong impact on a business’ bottom line. Done well, it means customers will spend more, it improves efficiency and it generates data that you can use to improve services and benchmark against your competitors. Done poorly, and you will be faced with spending precious resources digging your brand out of a hole.
Research published in Harvard Business Review found that customers who received a response to their query on social media were more likely not just to remain a customer, but to spend more money with the brand, and recommend it to others.