10 interesting #custserv and Social Media Stats

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  1. 93% of social media users believe a company should have a presence in social media. 85% of which believe that the company should interact with their customers
  2. 51% of active Twitter users follow companies, brands or products on social networks
  3. 78% of consumers trust peer recommendations, where as only 14% of people trust advertisements
  4. 99% of online retailers plan to have a Facebook page by 2011 and 91% plan to have a Twitter page
  5. 20% of tweets are about products such as invitation for product information, answers or responses from peers or directly by brand representatives
  6. 44% of Twitter uses have recommended a product
  7. 80% of Twitter usage is on mobile devices, people update anywhere, anytime (imagine what that means for a bad customer experience)
  8. 58% of people said if they had tweeted about a bad experience, they would like the company to respond to their comment
  9. 28% of U.S. shoppers said Social Media influenced their holiday purchases
  10. Over 40% of people have “friended” a brand on Facebook

Source: http://ismdealers.com/category/blog/

Republished with author's permission from original post.

Justin Flitter
Justin shares stories, information and advice on Customer Service and Social Media for Business. Justin is based in Auckland, New Zealand and has almost 1 years experience in the Customer Service industry. Justin is the Social Media Manager for Zendesk.com

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