关于电子商务网络营销的紫色PPT图表

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FACEBOOK
46%
46% of customers want to engage with brands via Facebook to solve problems. 39% of them are looking to give feedback about products or services.
22%
22% of customers expect same-day responses.
29%
29% of customers expect responses within 2 hours.
TWITTER
81%
81% of Twitter users expect same-day customer service responses. 22% of Twitter users expect responses within 2 hours.
Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers.
81% of companies with strong capabilities for delivering excellent customer service are out-performing their competitors.
On average, 1 SOCIAL CUSTOMER will tell 42 OTHER PEOPLE about a company.
88%
88% OF CUSTOMERS are in uenced by reading reviews.
HOW DOES THIS
CUSTOMER SUPP BUSINESSES?
20%
TODAY’S
LISTENING TO PEERS
SOCIAL C
POSTING COMPLAINTS ON SOCIAL MEDIA
RESEARCHING HEAVILY ONLINE
…WHICH HAS CHANGED EVERYTHING BUSINESS OWNERS THOUGHT THEY KNEW ABOUT CUSTOMER RELATIONSHIPS.
THE UNDENIABLE AUTHORITY OF THE
SOCIAL C
THE DAWN OF along with the explosive growth
of social media, has forced the evolution of customer service. With it came the rise of a new customer—one who has been known to topple even the most respected of brands.
SHIFT I
UNFORTUNATELY, MANY ORGANIZATI BELIEVE IN THE AUTHORITY OF
60%
of companies don't respond to customers via social media, even when asked direct questions.
80%
of customer service tweets are negative or critical in nature.
SOCIAL CUSTOMERS NO LONGER LISTEN TO COMPANY MESSAGES; THEY’RE LISTENING TO PEERS INSTEAD. THE POWER HAS SHIFTED FROM BRANDS TO THEIR CUSTOMERS.
22%
30%
30% of Twitter users expect responses within 30 minutes.
SOCIAL MEDIA HAS PROVIDED
AN INTIMATE CONNECTI AMONG ALL CONSUMERS.
ROUGHLY
MORE THAN 1 MILLION PEOPLE view tweets about customer service every week.
7 OF THE TOP 20
retailers have even erased customer questions on their Facebook pages.
BUT THEY’RE PAYING
88%
88% of consumers are less likely to buy from companies that ignore complaints and questions on social media.
THIS NEWFOUND AUTHORITY IS KNOWN AS
THEDIG
THE SOCIA
WHO IS TH SOCIAL CU
THE SOCIAL CUSTOMER NEARLY EVERY CORNER
AT LEAST 20% OF THE WORLD’S POPULATION USE SSOCIAL MEDIA. THAT’S MORE THAN HALF OF THE 2.4 BILLION INTERNET USERS ACROSS THE WORLD.
MONEY SHREDDER
ONLY 17% of consumers who had negative service experiences recommend those companies in the future.
17%
THE MOST SOCIALLY PROACTI SEE SOLIDRE SULTS:
EXPECTATIONS
In today's age of constant connectivity and instant solutions, the Social Customer demands immediate assistance at any hour of the day.
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