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Internet Presence
Creating your own website is challenging. There is too much information, and a lot of it changes rapidly. Tools, articles, information for feeling more comfortable with your own website. @MarcKneepkens
Curated by Marc Kneepkens
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Rescooped by Marc Kneepkens from Mastering Facebook, Google+, Twitter!

17 Statistics That Show Social Media is the Future of Customer Service

17 Statistics That Show Social Media is the Future of Customer Service | Internet Presence |

Millions of people are taking service issues to social media channels as their preferred communication route. These questions and complaints are public, and the only real question for businesses is how - not if - they will respond. Listening is no longer an end, but rather a means to evaluating where you need to engage.

To celebrate the release of the Third Edition of the Definitive Guide to Social Customer Service, here are 17 statistics that show social media’s rise as a customer service channel and its bright future. People spend more time on social than any other online activity.

1.  While social media usage continues to increase, it’s already the top Internet activity: Americans spend an average of 37 minutes daily on social media, more time spent than any other Internet activity, including email. (Wall Street Journal) Tweet

2. At the same time, Comscore found that smartphones and tablets combined now account for 60 percent of all online traffic, up from 50 percent a year ago. Tweet

3. Accordingly, 78% of active Twitter users are mobile;  81% for FacebookTweet

This naturally leads to a rise in consumer demand for social customer service.

4. 67% of consumers have used a company's social media site for servicing, compared with 33% for social marketing. (J.D. Power and Associates) Tweet

5.  33% of users even prefer to contact brands using social media rather than the telephone. (Nielsen) Tweet

As a result, although phones continue to be the most popular device for customer service, your customers might be using them to Tweet instead of call.

6. And it’s important to remember: your customers are not just Tweeting about you from their sofas. 58% of consumers used their mobile phones while shopping in-store, rising to 78% for 18-29 year olds. (Pew Research) Tweet

7. 14% of Tweets sent to major retail brands are from customers experiencing problems in-store. (Conversocial) Tweet

Whether in-store or online, fast responses are an essential part of meeting customer expectations for social care.

8. 71% of customers say that valuing their time is the most important thing a company can do to provide good service. (Forrester) Tweet

9. That’s why when customers reaches out over social, you should do everything possible to resolve their issues over social. Only 2% of customers who were given an email address or telephone number on social asked for it in the first place. (Conversocial) Tweet

Certainly, the worst thing your brand can do is not respond at all. 

Gartner found that failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers. Tweet

11. And your customers might be be discussing your brand, just not directly @ mentioning you; fewer than 3% of customers directly @ mention brands on Twitter (i.e. referring to the brand “company” instead of “@company”). (Conversocial) Tweet

As well as speed, quality and resolution are key to delivering a great customer experience. Managed properly, the benefits of providing great customer service over social media are tremendous.

13. When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company. (Bain & Company) Tweet

And remember: on social media, you’re not just showing a single customer a great experience, but also their friends and everyone else watching.

14. Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand. (Harvard Business Review) Tweet

15. Additionally, 42% of people will tell their friends about a good customer experience on social, while 53% will talk about a bad one. (American Express Global Customer Service Barometer) Tweet

Because of all of this, social customer service has evolved greatly in the past couple of years and will only continue to grow.

16. Adoption of social customer care programs increased fivefold from 12% in 2010 to 59% in 2013. (Aberdeen Group) Tweet

17. And major brands aren’t just adopting social customer service: they’re making it a major priority: 67% of companies believe that social customer service is the most pressing short-term priority for the contact center. (Forrester) Tweet

How do these statistics apply to your business? Any favorites that you'd like to add?

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Via massimo facchinetti
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Scooped by Marc Kneepkens!

How to Link to a Google Plus Post

How to Link to a Google Plus Post | Internet Presence |
If you've ever wanted to share a Google+ Post with someone, to other social networks perhaps, or just wanted to bookmark it for later reading, here's how to link to a Google+ Post.

Have you ever found or shared some really great information to Google+ and wanted to send someone else directly to that post? Or maybe you're interested in bookmarking the post for later so that you can reference it or read it another time. Either way, you need to be able to find the link to that post and perhaps open it in it's own tab. While it's pretty easy to do, it's not exactly obvious just by looking at a post in your stream or on your wall.

To read the full article, click on the title.

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Marc Kneepkens's insight:

Great tip! It's one of those things that you can spend a lot of time on to figure it out.

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Rescooped by Marc Kneepkens from Mastering Facebook, Google+, Twitter!

Master Social Media Marketing for Startups in Under 4 Hours [Infographic]

Master Social Media Marketing for Startups in Under 4 Hours [Infographic] | Internet Presence |
Social media, if used properly, is one of the best marketing channels and a powerful tool for the customer acquisition. The amount of blog posts written about social media and entire blogs dedicated …

Get your Free Business Plan Template here:

Via massimo facchinetti
Marc Kneepkens's insight:

MInd boggling numbers, and a whole lot of information.

malek's curator insight, August 25, 2014 7:59 AM

 A bunch of the most successful  startups are actively using social media  to gain an edge.Instead of shelling out millions of dollars for a Super Bowl ad, these small companies fight to generate buzz by creating viral content and encouraging shares and likes.

Once a product or service becomes the one everyone is talking about, customers gravitate toward it, eager to learn more.

Rescooped by Marc Kneepkens from Lean Content Marketing!

6 Ways to Create Great Content in Only 15 Minutes a Day #leancontent

Business owners and marketers are under such time pressure. How can they have an effective web presence and keep the business going at the same time? This guide provides helpful tips to keep the content flowing when time is short.

90 quick slides to some great ideas on how to use and share content that you create all the time anyways.

To view the 'Slideshare', click on it.

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Via Brian Yanish -
Marc Kneepkens's insight:

Some great and powerful tools to get the attention, watch how Mark Shaefer is doing it.

GKAnanthram's curator insight, February 24, 2014 3:55 AM
Plan and allot the reasonable minimum time for each of the positive prospect ; do not chase a crooked shadow or a mirage !
Ali Anani's curator insight, February 25, 2014 12:18 AM

A well-thought writing process

Paula Silva's comment, March 3, 2014 6:37 PM
Will you check this scoop? Thank you so much.