Are You Equipped to Handle Social Media Complaints?
Would you believe that 80% of businesses think they deliver superior customer service – but only 8% of customers believe they receive it? According to Jay Baer, author of Hug Your Haters, only 32% of social media complainers are satisfied with business response time. Other fascinating facts: 57% of complainers switched from the web to the phone; 94% of frequent complainers have and use Facebook. What are your policies for handling customer complaints?