How can businesses keep up with customer expectations for social media follow-ups?

By Jesse Stanchak on July 25th, 2012 | 279683 comments on this posthttp%3A%2F%2Fsmartblogs.com%2Fsocial-media%2F2012%2F07%2F25%2Fhow-can-keep-customer-expectations-social-media-followups%2FHow+can+businesses+keep+up+with+customer+expectations+for+social+media+follow-ups%3F2012-07-25+12%3A08%3A26Jesse+Stanchakhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D27968

SmartPulse — our weekly nonscientific reader poll in SmartBrief on Social Media — tracks feedback from leading marketers about social media practices and issues.

This week we asked, When you post about a brand on a social network, do you expect that brand to see that post and respond in some way? The results:

• I expect a response only when I’ve addressed a brand directly, such as by posting on its Facebook page: 57.14%
• I don’t expect a response, but it’s nice when it happens: 27.59%
• I expect brands to respond to any post that mentions them, and I become upset if I don’t hear from them: 9.36%
• I don’t expect a response and would prefer brands didn’t reach out to me: 3.45%
• No opinion: 2.46%

For about 95% of SmartBrief readers, brand responses to social media mentions are encouraged, if not downright mandated.[…] Continue Reading »

Tags: content, customer service, efficiency, poll, responses, social media

279683 comments on this posthttp%3A%2F%2Fsmartblogs.com%2Fsocial-media%2F2012%2F07%2F25%2Fhow-can-keep-customer-expectations-social-media-followups%2FHow+can+businesses+keep+up+with+customer+expectations+for+social+media+follow-ups%3F2012-07-25+12%3A08%3A26Jesse+Stanchakhttp%3A%2F%2Fsmartblogs.com%2F%3Fp%3D27968
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