The numbers say yes! In a Q2 2014 survey, 67% of brands that had questions posted to their Facebook wall, responded to them. That's a pretty strong figure for customer interaction, which shows the true power of social media and how successful Brands leverage it for full customer interaction.
There is always a "but" in this equation, and in this case during that same period, 87% of the Brands examined did not have their Facebook walls open for comments. In other words, these Brands failed to recognize the word SOCIAL in its overall strategy. We're now in an interactive world folks, transparency in your Brand is necessary in order to create trust - open up man!
So what industries excel at Customer Service interaction on social media platforms...the Airlines! Yes, those lovely companies that now charge you for that man-purse or laptop case, are the best at social response.
So what does this mean to you? Open up the lines, answer those questions and create a relationship with your customers!
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