Consumer Disservice: 89% of Dissatisfied Consumers Often Switch to Competitors
Consumers are easily dissatisfied and frustrated. In an infographic by Drumbi, it shows that 60% of US comsumers don’t think companies have tried to improve their customer service, while 80% have abandoned a transaction thanks to poor service.
Only 3 out 10 Complaints on Twitter Get Responded to
In a whitepaper published by Cookerly, they reported a recent survey by TolunaQuick found that a full 45 percent of consumers enjoy interacting with brands on social media, but they are looking for more than just marketing messages.
Nearly three out of four online U.S. adults expect a company to reply to comments they post, whether on a review site, blog, Facebook brand page or Twitter. Indeed, Forrester reported that in 2011, 27 percent of U.S. consumers turned to online support to solve a product problem, and nearly 20 percent sought support through a company’s Twitter account.
Yet Maritz Research found that only three in 10 Twitter users received a response to a tweeted complaint about a brand’s product or service.
All too often, this lack of response is the result of companies failing to understand the multipurpose role of social media and not staffing accordingly.
When dissatisfied, 89% of consumers will then switch to the main brand’s competitor. How does your company make sure you do not fail your consumers?