60% of companies ignore social media enquiries!

According to a startling Cap Gemini statistic, 60% of companies ignore customers who choose to communicate via social media. We all know social media engagement is a two way street, but quite frankly this number does not surprise me. And I am most certainly firmly in the camp with the 71% of 16-24 year olds who would prefer to engage with companies online rather than in person or by phone: companies need to be aware that many of their customers do not want to talk to them, rather they wish to engage on the go via twitter, forums and the like. Many of you might have read @theballisround‘s frustrated tweets to an increasingly mute London railway operator, @NRE_SEastern of an evening; social media engagement that leaves a lot to be desired.

Read more about ‘the confusing rise of social customer service’ here.

 

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