The Importance of Responding to Customers

While many marketers can get caught up in brainstorming ideas of how to keep social media posts fresh and enticing, many forget the importance of simply responding to customer comments. According to a study conducted by Ambassador in 2018, 71% of customers expect a response within five minutes of reaching out to a business on social media, and that same percentage are more likely to recommend that company if they have a positive service experience.

And honestly, this makes sense. Let’s think about it.

You walk into a store, and you see a mannequin in a sharply dressed green outfit. You’re chomping at the bit to spend, but, green is NOT your color! With a quick glance around the establishment, you don’t see anything suiting your needs. So, you search the store for an associate, hoping to gain some help. You find one and tell them, “I love this shirt, but I really need something in another color. What do you have?” But, instead of a response, they walk right past you to set up another mannequin display. Would you stay? Would you buy? Odds are, you leave feeling peeved that another human being clearly heard what you said and walked right by.

Social media is no different. Your brightly colored social media post is your mannequin that you spend so much time on, but where are you when the customer needs you? Your audience needs to feel heard and wanted, and we know that answering any comment on a post or private message shows that a company values their customers. OWL understands that the best way for a business to gain business is by not being a business at all, but becoming human. We help our clients’ recognize their customers. As humans, we enjoy being acknowledged, having our ideas heard. Whether it’s a question about hours, a story about their interaction with the company, or an idea for ways to improve, every idea deserves to be listened to.

Your customers are waiting for your response. Let us help you keep them happy, and contact us today!