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1、SOCIALCUSTOMERTHEUNDENIABLEAUTHORITYOFTHE銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnTHEDAWNOFTHEDIGITALAGE,alongwiththeexplosivegrowthofsocialmedia,hasforcedtheevolutionofcustomerservice.Withitcametheriseofanewcustomer—onewhohasbeenknowntotoppleeventhemostrespec
2、tedofbrands.THISNEWFOUNDAUTHORITYISKNOWNASTHESOCIALCUSTOMER.銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnWHOISTHESOCIALCUSTOMER?銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnTHESOCIALCUSTOMERTOUCHESNEARLYEVERYCORNEROFTHEGLOBE.20%ATLEAST20%OFTHEWORLD’SPOPULATIONUSESSOCIALMEDIA.T
3、HAT’SMORETHANHALFOFTHE2.4BILLIONINTERNETUSERSACROSSTHEWORLD.銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnTODAY’SSOCIALCUSTOMERIS:…WHICHHASCHANGEDEVERYTHINGBUSINESSOWNERSTHOUGHTTHEYKNEWABOUTCUSTOMERRELATIONSHIPS.LISTENINGTOPEERSRESEARCHINGHEAVILYONLINEPOSTINGCOMPLA
4、INTSONSOCIALMEDIA銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnEXPECTATIONSAREHIGH.Intoday'sageofconstantconnectivityandinstantsolutions,theSocialCustomerdemandsimmediateassistanceatanyhouroftheday.銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnFACEBOOK46%46%ofcustomerswanttoenga
5、gewithbrandsviaFacebooktosolveproblems.39%ofthemarelookingtogivefeedbackaboutproductsorservices.29%29%ofcustomersexpectresponseswithin2hours.22%22%ofcustomersexpectsame-dayresponses.銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnTWITTER81%ofTwitterusersexpectsame-da
6、ycustomerserviceresponses.22%ofTwitterusersexpectresponseswithin2hours.30%ofTwitterusersexpectresponseswithin30minutes.81%22%30%銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cn80%MORETHAN1MILLIONPEOPLEviewtweetsaboutcustomerserviceeveryweek.ROUGHLYofcustomerservicetw
7、eetsarenegativeorcriticalinnature.SOCIALMEDIAHASPROVIDEDANINTIMATECONNECTIONAMONGALLCONSUMERS.銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cn88%88%OFCUSTOMERSareinuencedbyreadingreviews.SOCIALCUSTOMERSNOLONGERLISTENTOCOMPANYMESSAGES;THEY’RELISTENINGTOPEERSINSTEAD.TH
8、EPOWERHASSHIFTEDFROMBRANDSTOTHEIRCUSTOMERS.Onaverage,1SOCIALCUSTOMERwilltell42OTHERPEOPLEaboutacompany.銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnHOWDOESTHISSHIFTINAUTHORITYAFFECTCUSTOMERSUPPORTFORBUSINESSES?銳普PPT論壇chinakui轉(zhuǎn)：www.rapidbbs.cnUNFORTUNATELY,
