Six Social Media Impacts on Customer Experience

• Today’s internet consumers want their online questions to be addressed promptly; 42% expect a response within one hour. (Ohio University)

• Failure to respond via social channels can lead to a 15% increase in the churn rate. (Gartner)

• When companies engage and respond to customer service requests over social media, those customers spend 20% to 40% more money with the company than other customers do. (Bain & Company)

• Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. (NM Incite via HBR)

• Companies with a social care program experience a 7.5% YoY increase in customer retention – those without only see a change of 2.9%. (Aberdeen)

• 60% of organizations still cite marketing (not customer experience) as the main function of social channels. (Genesys Research via the Professional Planning Forum)

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