In the customer service industry, it always pays to be nice.
New research from Twitter suggests its users respond to positive interactions with better recommendations and – in a big win for brands – a willingness to spend more money in the future.
Partnering with Applied Marketing Science, Twitter's study found that customers are 30% more likely to recommend a brand just by receiving a response.
On top of that, customers were prepared to pay an average of 20% more for pizza, 10% more to telcos and 3% more for airfares following a conversation with the company.
Respond quicker and that revenue bump can rise to nearly $20 for airfares and over $17 per month for a phone plan.
The company says taking public discussions into direct messages, learning from anonymous feedback and improving response times will all help boost customer satisfaction.
A whopping 69% of people who tweeted a complaint said that interacting with a brand made them feel better about their business.
The lesson? Be friendly and prompt, especially to your challenging customers.
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