Customer Experience News & Trends

How important are positive social media posts to your company?

Do customers put a lot of stock in social media posts?

You bet.

And the good news is the positive comments have a bigger impact than negative comments.

About 45% of customers say good comments posted on social media about a company influences their decision to buy, a recent study from Arnold Worldwide found. About 40% say negative comments influence their decision.

This is good news for contact center professionals who handle social media. Reason: Most people who post negative comments can be persuaded to change their view – once someone takes care of their issues quickly and kindly.

Research has found that most people who post negative comments, and have the company reach out and try to resolve the issue (often offline), follow up with positive comments.

Your best bet: Don’t ignore negative comments in social media. Any effort to resolve issues is better than none.

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