When it comes to social media, not only are you using it as another way to get your brand, as well as brand news, out to more people online, but it’s also a way to engage your customers. You get to customize your posts to what your customers want to see, so that hopefully it’ll pull in even more engagement and business. Another reason for utilizing social media is to listen to what your customers are saying about your brand, as well as specific services and products that you’re selling.
Despite this fact, there are those out there who are flat out ignoring their customers. In business and social media, this is not ok. From a logical standpoint, this makes total sense, but unfortunately, this is exactly what’s happening, according to a Sprout Social study.
According to the stats from the Sprout Social’s Q4 2015 Index, retailers are failing to respond to over 80 percent of consumer questions and requests on social media in the last year. As if that wasn’t bad enough, the worst of the worst came during the most important time of the year for businesses, the holiday season. During the Q4 season of 2014, the study showed that only 16.35 percent of customers queries to retailers where actually answered.
That’s a pretty damning percentage, and it doesn’t make most business’ social media presence look very good.
To read more about Sprout Social’s study, you can find it in an article written by Martin Beck which goes into some more detail about how many of these businesses are ignoring their own customers on social media. Check it out by following the link below.
Marketing Land: Study: Retailers Are Ignoring More Than 80% Of Customers’ Social Media Requests