Recently while scanning Facebook, I stumbled across a stat that stuck out to me. That 25 percent of consumers who complain about a product on Facebook expect a response within an hour.
A few things stick out, here.
One is that brands who are not quick to respond are missing the boat when it comes to one of social media’s main goals – to engage customers and build brand ambassadors. A quick and timely response shows that a brand values two-way communication on social media and is not a one-way bullhorn of sponsor/promo messaging.
Secondly, if only 25 percent of customers expect a response to start with, brands have a golden opportunity to exceed expectations. When a brand uses social media to interact with, assist and engage customers far above a level of which that customer expects, it creates a wow factor and makes building brand ambassadors a much easier task.