Consumers and Internet users have long been using social media to connect and interact with their favorite brands, seeking expert advice and customer service in a timely and personal manner. Comcast, the Home Depot and Honda are among the many utilizing the capability of effective social marketing to reach a wide net of current and potential customers without sacrificing one-to-one customer service.
Social media has proven an efficient and effective way of communication, ushering in an era of immediate response times and increased product knowledge among general public. But the value of social media for organizations doesn’t stop at product customer service.
A recent study from the American Red Cross found that Web users are relying on social media for help in the event of a disaster, too. Key findings in the study include:
Perhaps most interesting, respondents revealed they expect timely responses to requests. In fact, more than two-thirds of respondents agree that response agencies should regularly monitor and respond to postings on their sites, and nearly 75 percent said they would expect help to arrive within an hour of submitting a request via social media.
When used correctly, social media can be a great tool for reaching your audience. Are you using social media effectively? Check out ExactTarget’s latest research series Subscribers, Fans and Followers to find out the Email, Twitter and Facebook X-Factors you should be including in your social media marketing strategy!
Social media has proven an efficient and effective way of communication, ushering in an era of immediate response times and increased product knowledge among general public. But the value of social media for organizations doesn’t stop at product customer service.
A recent study from the American Red Cross found that Web users are relying on social media for help in the event of a disaster, too. Key findings in the study include:
- One-sixth of those surveyed said they have used social media to get information in the event of an emergency.
- More than half of respondents would sign up for an email providing them with important information in the event of an emergency.
- About half of respondents would mention an emergency or disaster event on their social media channels.
- 52 percent would send a text message to a response agency asking for help, while 44 percent would reach out to others on Twitter or Facebook.
- Nearly one-third of those surveyed would direct message a response agency via Twitter if available.
Perhaps most interesting, respondents revealed they expect timely responses to requests. In fact, more than two-thirds of respondents agree that response agencies should regularly monitor and respond to postings on their sites, and nearly 75 percent said they would expect help to arrive within an hour of submitting a request via social media.
When used correctly, social media can be a great tool for reaching your audience. Are you using social media effectively? Check out ExactTarget’s latest research series Subscribers, Fans and Followers to find out the Email, Twitter and Facebook X-Factors you should be including in your social media marketing strategy!
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