Coventry (PRWEB UK) 10 December 2013
Many companies are desperately trying to take control of what their customers are saying about them online. Some even have whole teams dedicated to responding to tweets and online reviews in a vain attempt at damage limitation or further engagement. But others are starting to realise the truth – brands are the uninvited guests at the social media party. Rapide’s customer feedback solution, Rant & Rave, is designed to help companies address the concerns of their customers before they turn to social media.
The good news is, there is a way to use social media to positively impact customer experience, but the method may be surprising to many companies. Therefore, Rapide have just created an Infographic which explores the 8 Reasons Why it Pays to be Anti-Social.
There’s no doubt that social media is now an established part of many consumers’ everyday lives, so to some the idea of a brand taking an anti-social stance might be counterintuitive.
But social media is primarily used by consumers to talk to each other, not to the companies they buy from. On the occasions they choose to share their feedback or vent their frustrations online it’s often too late. Even if the situation can be resolved, their negative experience has already been shared with their network.
This Infographic explores why, when it comes to listening and responding to the Voice of your Customers, it often pays to be anti-social…
Some of the research used to back up Rapide’s claim that it can be beneficial for companies to take an anti-social stance when it comes to responding to customer feedback is outlined below.
• 52% of the UK adult population don’t use social media
• Only 3% of tweets use the @ symbol to direct a message to a brand
• Just one tweet can directly influence your share price
Rapide was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, providing customer engagement solutions that drive advocacy to half of the FTSE.
They produce state-of-the-art proactive communication and fast feedback technology that lets their clients increase revenue and reduce churn by listening and reacting to the voice of the customer in real-time.