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Scoop.it!
53% of customers who ask a brand a question on Twitter expect a response within one hour.However, if a customer makes a complaint to a brand using Twitter, that figure goes up to 72%.These stats come from the latest research by Lithium Technologies and perhaps contradicts the previously held notion that just 11% of people expect to receive customer service via social media.... 
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Scoop.it!
Customer Experience Management professionals are too obsessed with methodologies of measurement and not enough with making them actionable. Research into customer experience shows that a majority of consumer-facing industries are not rated very positively by the customers. Temkin Group researchers surveyed 10,000 U.S. consumers to come with this conclusion. Amplified Analytics’s analysis of 12,832,246 customer reviews published during the same time period produced similar results, although measured on Social NPS® scale. Temkin Experience Ratings I think most executives would not question the importance of customer experience to long term viability of their companies. The real question is why these companies cannot figure out how to improve it. Don Pepper offers a brilliantly simple answer:“The overwhelming majority of businesses measure their financial success based on current sales and costs, while customers are focused on the customer experience they anticipate....
Jeff Domansky's insight:
Why are companies faltering when it comes to customer service? Seems the problem lies in not getting information that is actionable
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Scoop.it!
Is your company using social media to provide a better customer service experience and respond to customer outreach? Many are not! As Ferris Bueller said “Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.” And if you are not paying attention to your customers use of social media get customers service issues resolved, then you could be caught with your corporate pants down! 42% of consumers who complain on social media expect a response in under sixty minutes. (Source: Edison Research) So, do you really need to worry about using social media for your company’s customer service program? Why staff a socially savvy group of service reps when you already have a web site, email and a phone? Well, if your customer service program is like Cameron’s (from Ferris Bueller’s Day Off) home “”The place is like a museum. It’s very beautiful and very cold, and you’re not allowed to touch anything”, then you need to reconsider your strategy. Your customers are on a changing customer service-seeking journey and are abandoning the old-school waiting for the “customer-service desk” experience. They are tweeting themselves to the front of the virtual customer service line. And, with 95% of people commiserating with others about their sub-par customer-service experiences, then that would mean a resounding … you need to do something about it! Zendesk, a cloud-based customer service software platform, thought that finding out this information was so important that they commissioned Dimensional Research. Customers also share great experiences too, with 87% sharing good interactions with others. So, it’s not all bad news....
Jeff Domansky's insight:
What if Ferris Bueller gave small biz tips on the challenge of online customer service? this is a funny post with a lot of good information about the challenges of delivering customer service online.
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Migraines ahead for business with these unrealistic consumer expectations.