[SMK] Social Media Knowledge


Positive tweeting boosts brand revenue

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.

Money, money, money

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.

Damage control

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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