More than ever, now customers have the power to choose. The market is saturated with competing brands, offering similar same products and services.
Also, customers are also very well informed nowadays. The internet provides them with lots of information for making the right pre-purchase decisions.
One thing is certain here, Customer Care is the thing that can actually win the hearts of your customers. If ignored, Customer Care can put your business in limbo,as the infographic compiled by the marketing experts of Website Builder clearly shows!
As statistics indicate, 54% of Millennials, 52% of Baby Boomers, and 50% of Generation X abandoned a brand because of poor Customer Service. How does that sound?
In fact, customers in the modern digital world demand Customer Care to be provided on social media platforms: 63% of all customers expect good Customer Care through social media.
Moreover, social media serve as an important point of contact with the brand, within which good Customer Care is crucial. 90% of social media users have used social media to communicate with a brand.
A good old saying states: “Meet your customers where they are!” Now, they are out there on the social media platforms. That is where customers spend most of their time collecting pre-purchasing information.
Reviews, feedbacks, messages, comments and shares: everything your customers do on Social Media related to your brand should be treated by you with extraordinary Customer Care.
From 2005 to 2016 social media adoption in the US alone increased from 5% to 69%. 7 out of 10 in the USA use social media today and this number is bound to grow.
Imagine the global usage of social media! It can be pretty scary.
Facebook Messenger alone has been downloaded 1.2 billion times already, but I don’t mean to scare you with these numbers. What I want to show you is the necessity of good Customer Care provided over the social media platforms.
It is true that people are inclined to spend 3-20% more when they get a response to their queries on social media.
These statistical facts in infographics prove the importance of Customer Care in the business operations of today.
Then, why wouldn’t you provide your customers with Customer Care and live a happy life together? You, with your increased sales and net profit, and they with their positive experience with your brand.