Customers and Social Media
Customers are turning to social media to get their voice heard. This means they expect a more immediate and less formal response from the brands they contact, because the social media platform itself is quick, in-the-moment, and informal. They don't want a scripted reply; they want to feel like they are being listened to.
Since social media is such a huge influence on the audience's opinion, it's important for brands to react quickly and respond appropriately to comments. Many businesses are falling short of this and it has effected the perception that users have of their company and their brand. Below is an infographic on how brands and businesses should be handling social media comments and users.
Infographic Credit: Sprout Social