Want to improve your customer service and build your business? Check your Facebook and twitter pages for comments. Seventy percent of Americans said they are willing to spend more money at businesses that provide good customer service, according to the February survey. That’s up from 58% who said the same in 2010.
Today, social media are an important vehicle for interacting with customers, but not in the way you might think. Ninety percent of survey respondents said when they have to have concerns addressed remotely, they prefer to speak with a representative on the phone rather than via social media, a chat program or another newer form of communication.