A Cone Business recently held a online polling to 1092 Americans (525 men and 567 women over 18 years old, with a margin of error of +/- 3%) who use “Social Media” websites. Some statistics resulting from this survey:
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60% interact with companies using Social Media;
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93% say companies should have presence on “Social Media” websites;
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85% say that companies should not only be present but should interact with their customers in these ways;
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56% say they feel a stronger connection and are more satisfied with companies when they can interact with them in these environments;
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43% say companies should use Social Media to solve customer problems;
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41% say companies should use “Social Media” to get feedback on products and services.
“Social Media” asserts itself as a new form of customer support. When a “Social Media”-oriented customer support service is combined with the marketer’s work, it becomes a force for solving problems in a more credible and cost-effective way. If we associate the inherent Research opportunities, Social Media goes to the obvious strategy category.
Num previous article I said Customer Support is New Marketing. Despite being common sense, the title of this post with a little logic tells us that “Social Media” is part of New Marketing.
Curiosity: Nathan Midgley, editor of Travel Weekly, presents an example, followed in real time, customer support guided by “Social Media” of an English company in the tourism sector.