Very social, but not just social media
By: Graham Ede, Yonder Digital Group
“Twice as many people tell others about bad experiences as opposed to the good ones” do you believe in this old adage? If so, you would not be alone, however, latest research commissioned by Yonder Digital Group reveals this common perception is in fact not true.
A key game-changer has been the rise of social media: its popularity is turning the current one into a ‘thumps up’ generation - 38% of people in fact claim that they will post about a positive experience which they have had as a customer on social media. Social media platforms are extremely popular channels for sharing customer experiences, both the good and the bad and with almost 40% of Europeans on Facebook (1), three quarters of Facebook users and half of Instagram users using the sites daily (2), businesses simply cannot afford to ignore the impact of these channels.
Companies have had to adapt their marketing strategies to fall in line with this new trend and are developing new techniques to encourage their customers to share more of their positive experiences online.
However, customer referrals are not limited to social media. In fact, 89% of consumers stated that they are likely to talk about a recent positive customer experience with friends and family. This data is surprisingly consistent across all age groups with nine out of ten people claiming to share their positive experiences with their loved ones.
In light of these findings, companies should take into consideration customers’ tendency to be ‘vocal’ and not look at online platforms as the only channels which they can communicate with their customers. To have an accurate understanding of the customer journey it is important for companies to put in place a strategy that doesn’t fall into age-stereotypes either but that is based on an efficient and objective analysis of customer data and behaviour.
Another recent research report from Yonder Digital Group confirmed the importance of offering a range of channels to customers to get in touch with a company, showing that 87% of consumers tend to stay more loyal to companies who offer a real person to talk to when needed. Automation can’t stand alone, human contact and technology need to be mixed together in order to create the best formula for customer experience. This – once again - highlights the importance of live interaction, which is not a forgotten channel but a key element that needs to be taken into consideration by modern marketers.
The implementation of ‘live-oriented’ strategies - together with the technological ones - will not only offer to your customers a good customer experience but it will also encourage them to share it.
To download the full report, click here: https://yonderdigitalgroup.com/resource-library/
(1) Statista, 2016
(2) Pew Research, Social Media Update 2016
About Yonder Digital Group
Yonder Digital Group www.yonderdigitalgroup.com leverages over 20 years operational experience in outsourced contact centre delivery and technological innovation. We service clients across a range of industries with our 24/7 omni-channel approach rooted in expert analysis of customer behaviour and optimising returns from every brand touch-point.
Yonder boasts 700+ advisor seats across two UK centres-of-excellence in Bristol and Ipswich powered by cutting edge technology, data analytics, tools and insight, helps its clients to create seamless brand interactions, meaningful and memorable contacts across multiple channels and to drive a measurable ROI alongside uplifts in revenues and customer satisfaction.
Yonder Digital Group
Melford Court, The Havens,
Ransomes Europark, Ipswich, IP3 9SJ
0203 319 3747
This release was published on openPR.
Permanent link to this press release:
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.
You can edit or delete your press release Very social, but not just social media here
News-ID: 1169014 • Views: 1022
More Releases from Yonder Digital Group
The third sector far from first place when it comes to contactability
19 September 2018 – Charity sector contactability standards need to improve according to a recent survey. In an environment where public opinion regarding professional standards within charitable enterprises has taken some hard knocks, it’s now essential for the third sector to step up their game in rebuilding their public image. Yonder Digital Group surveyed 2,000 UK consumers across a range of sectors, asking whether organisations were easy to get in touch
Happy as the day is long: meeting customer expectations whatever the hour
By Graham Ede, CEO at Yonder Digital Group Repeat buyers spend 33% more than new ones. Now consider that it costs five times as much to attract a new customer as to keep an existing one and it is clear to see why retailers invest so much time and money in producing comprehensive customer retention strategies. Loyalty schemes that reward consumers with points or offers to redeem in store
Technology or live interaction?
Graham Ede, CEO, Yonder Digital Group Nowadays customer experience management is increasingly turning to technology to stay ahead of the curve. Automation tools offer great advantages to businesses, managing everything from accounting, to production right through to management of customer experience where they can take the form of a chatbot or artificial intelligence query systems or an automatic prompt for example. Automation is a fundamental element to managing the customer experience,
Yonder Digital Group to provide customer contact services to Armistice charity R …
Yonder Digital Group chosen to provide innovative multi-channel customer service to support the 2018 Armistice ‘There But Not There’ campaign, the defining centenary commemoration of the end of the 1914-1918 war 14 May 2018 – Armistice charity Remembered has appointed Yonder Digital Group to be their customer contact support partner by providing a multi-channel customer service team offering voice, email, IVR and live chat support. Remembered is a dynamic new charity
More Releases for Social
“Social & Savvy”
It’s almost 2017! A brand new year is fast approaching and let us help you make it memorable. Celebrate New Year’s Eve with Hotel Marine Plaza as you get “Social & Savvy”! Enjoy our Themed New Year Party with snacks and chilled cocktails. Groove to the beats of the DJ . Dance Performance by dance squads at Allamanda terrace. Live band with soft music building up in a class of its own moving
Music Making Becomes Social
Tonition, a social network and market place for music makers, has been founded on Dec 14th in Berlin, Germany. Tonition is home to all individuals engaged in the creation and production of music – from rookie to experienced professional. The location-based service enables users to find like-minded individuals for their music activities. Users can show their music related skills, experience and interests in their profile. In a second step Tonition will
Cincinnati IS Social: A Social Media Infographic
CINCINNATI, OH, June 29, 2012 -- Want to know just how social media savvy Cincinnati is? We scoured the web for statistics and data to show that Cincinnati is indeed a very social city. The full infographic was created by Boot Camp Digital and can be found at www.bootcampdigital.com/cincinnati-social-media-infographic and is free to share and use. Mashable’s Social Media Day is set for June 30, and Cincinnati has a
Social Media Optimization Services
To sustain and vie in the markets, every business must ascertain and apply all the latest innovative methods and technologies and it is applicable equally in the field of advertising besides promotion and one such strategy and technology offered by SEO Step offer is Social Media Optimization. In several ways, it is the reminiscent of viral marketing where a website is made to gain popularity through word of mouth produced with
Levert Marketing Goes Social
Hamilton, Ontario - August 14th 2008 - Levert Marketing, a Canadian Internet marketing company specialized in social media marketing, PPC management and SEO services announces the extension of its business to the most popular online social networks. Since launching its new corporate website last June, the Internet marketing company from Hamilton, ON has been working on solidifying its online presence and is now taking another step forward going social. Since the beginning
armedangels - Social. Fashion. Revolution.
The armedangels are here to shake things up. It’s a brand that takes a firm stance on production methods within the fashion industry. It’s a community that has its roots in the underground club scene. It’s a statement that injects new meaning into street fashion. In the long history of fashion sub-culture, it has always been about being cool and different. What originated with surfing and skate boarding, continued into musical