The social media customer: Social media success for brands that give it a go Rated 0 out of 5 (be the first to review) £0.00 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 Category: White Papers Share Twitter Facebook LinkedIn Email Description Reviews (0) Description 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 Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.