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James van Thiel, Google: telecomoperators niet klantgericht - Telecompaper

MQ Annelies Velders's insight:

Operators laten business liggen omdat ze nog niet vanuit de klant denken. Zo missen zij omzet daardat mobiele zoekopdrachten niet leiden naar mobiele sites.

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Klanten verwachten binnen een uur reactie op twitter post.

Klanten verwachten binnen een uur reactie  op twitter post. | Insights | Scoop.it

A new study from social software provider Lithium reveals 53 percent of consumers expect a brand to respond to a tweet within an hour. That number jumps to 72 percent of consumers expecting a response if the tweet is a complaint about the brand or its products.

 

Lithium commissioned Millward Brown Digital to conduct the study evaluating consumer expectations when interacting with brands on Twitter. Surveying 501 respondents who claimed they actively engaged with businesses on Twitter, the study found a brand’s response time to tweets can significantly impact the brand’s overall reputation.

 

When asked how quickly a response is expected from a brand on Twitter, 65 percent of the survey participants said they want a response in two hours time or less, with 20 percent expecting a response in 30 minutes or less....


Via Jeff Domansky
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Rakesh Raghuvanshi's curator insight, October 31, 2013 5:28 AM

Or els why be on twitter at all ....Right consumers ?

Vassili Daronnat's curator insight, October 31, 2013 6:21 AM

L'ampleur du décalage entre les attentes des consommateurs et les moyens mis en oeuvre pour y répondre laisse rêveur ! Les posts de Community managers ont de beaux jours devant eux...

Juergen Kosel's curator insight, October 31, 2013 9:44 AM

In my opinion Twitter is not the right place to expect customer service, only if the company offers it explicitely.

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7 Shortcuts for Getting Website Traffic in Record Time

7 Shortcuts for Getting Website Traffic in Record Time | Insights | Scoop.it
Want to grow the website traffic you get to your site? Read on to get 7 shortcuts that can help you increase your website traffic.
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