In a recent study in the States, the conclusion was that digital engagement is an indicator of loyalty. Measuring the digital engagement of customers and their propensity to return to their dealership for service, there was a clear correlation between the digitally engaged and the loyal.
Twitter is popular amongst those aged 25-34 and 10.7% say it is the social platform through which they would be most likely to follow a car dealer – double the average across all age groups.
Over the years, Twitter has become the go to complaint channel with 78% of people who complain about a brand on Twitter expecting a response within an hour. Comments on Social Media are having an ever increasing influence on consumer purchase decisions which means that having email alerts set up on your Twitter account is vital so that you can response quickly and professionally to both negative and positive Tweets.
As Bill Gates famously said “Your most unhappy customers are your greatest source of learning”. We believe that the negative feedback you receive through Twitter complaints are learning tools for your business.
Twitter interactions can be quite bizarre…
… but they can also be a fun, friendly way to interact with your customers…
The key to success is timely responses. If you’re not on Twitter just remember that your customers are and they may well be talking about you. No Twitter Account means no way of learning from and interacting with your customers.