卡通课件 (3).pptx

SOCIAL CUSTOMERTHE UNDENIABLE AUTHORITY OF THE锐普PPT论坛chinakui转：www.rapidbbs.cn THE DAWN OF THEDIGITAL AGE,along with the explosive growthof social media, has forced theevolution of customer service.With it came the rise of a newcustomer—one who has beenknown to topple even the mostrespected of brands.THIS NEWFOUND AUTHORITY IS KNOWN ASTHE SOCIALCUSTOMER.锐普PPT论坛chinakui转：www.rapidbbs.cn WHO IS THESOCIAL CUSTOMER?锐普PPT论坛chinakui转：www.rapidbbs.cn THE SOCIAL CUSTOMER TOUCHESNEARLY EVERY CORNER OF THE GLOBE.20%AT LEAST 20% OF THEWORLD’S POPULATIONUSE SSOCIAL MEDIA.THAT’S MORE THAN HALF OFTHE 2.4 BILLION INTERNETUSERS ACROSS THE WORLD.锐普PPT论坛chinakui转：www.rapidbbs.cn TODAY’S SOCIAL CUSTOMER IS:…WHICH HAS CHANGED EVERYTHINGBUSINESS OWNERS THOUGHT THEY KNEWABOUT CUSTOMER RELATIONSHIPS.LISTENING TO PEERSRESEARCHINGHEAVILY ONLINEPOSTING COMPLAINTSON SOCIAL MEDIA锐普PPT论坛chinakui转：www.rapidbbs.cn EXPECTATIONS ARE HIGH.In today's age of constantconnectivity and instantsolutions, the Social Customerdemands immediate assistanceat any hour of the day.锐普PPT论坛chinakui转：www.rapidbbs.cn FACEBOOK 46% 46% of customers want to engage with brands via Facebook to solve problems.39% of them are looking to give feedback about products or services. 29%29% of customersexpect responses within 2 hours. 22%22% of customers expect same-day responses.锐普PPT论坛chinakui转：www.rapidbbs.cn TWITTER81% of Twitter usersexpect same-daycustomer serviceresponses.22% of Twitter usersexpect responseswithin 2 hours.30% of Twitter usersexpect responseswithin 30 minutes. 81%22%30%锐普PPT论坛chinakui转：www.rapidbbs.cn 80%MORE THAN1 MILLION PEOPLEview tweets aboutcustomer serviceevery week.ROUGHLYof customer servicetweets are negativeor critical in nature.SOCIAL MEDIA HAS PROVIDEDAN INTIMATE CONNECTIONAMONG ALL CONSUMERS.锐普PPT论坛chinakui转：www.rapidbbs.cn 88%88% OF CUSTOMERS arein uenced by reading r