How ’bout now? How ’bout now? How ’bout now?
Annoying right? Sounds like your kids constantly bugging you about when you’ll arrive at Disneyland.
Your customers are a lot like that when they have a problem, and more and more are turning to live update services Iike Twitter to see exactly is going on. This happens when they have a general question or complaint (people like to air their grievances) and more crucially if your online product goes down and they need a status update.
The speed with which you respond is a major factor in the perception people have of your brand (customers and non-customers alike).
Answer quickly and you achieve two things:
Keeping a real-time search for your brand name open in Twitter is a great way to be a rapid responder, but is everyone doing this? Or a they not even bothering at all?
In the infographic below, some big brands are analyzed for their ability to get back to their customers or fans – and the results range from great to completely shocking.
Before you take a look at it, here are the highlights (and lowlights) of what are probably some of your favorite brand names.
|Brand||Response Time (HH:MM)|
|The Smug||Starbucks||No Response|
Share these Twitter response rates and average response times with your followers. And don’t worry, you can change the tweet text before it goes out.