Skip to content

The social media customer: Social media success for brands that give it a go

Rated 0 out of 5
(be the first to review)


Research from Fishburn Hedges on the icnreasing importance of social media for customer care

Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard.

You must have an account in order to download this item. Please Log in or  Register



Research shows that two thirds of consumers think social media is a better way to communicate with companies than call centres, 68% feel it gives them greater customer “voice” and that organisations are using it as a way to win consumer trust and brand advocacy.

The research from Fishburn Hedges is entitled The Social Media Customer and consists of:
– 2,000 UK consumers’ views of social media and brand engagement
– in-depth interviews with executives from leading brands – a mixture of communications, social media and customer service heads (including Institute chief executive Jo Causon)
social media monitoring data

Key findings:
– the number of British consumers who dealt with companies through social media rose from 19% in Aug 11 to 36% in Apr 12
– 40% of the public feel that social media improves customer service
– 7% fear social media will harm service
– 68% that have used social media channels to communicate with brands believe it gives them greater customer “voice”
– 65% believe social media is a better way to communicate with companies than call centres
– 7% felt they had a worse experience on social media than with call centres
– experts suggest six ways brands can deal with social media changes


There are no reviews yet.

Leave a customer review
Back To Top