New data from Sprout Social issues a warning to brands everywhere: If you’re not responding on social media, 1 in 3 people say they’ll switch to a competitor. As if that’s not bad enough, 36% say they’ll also shame you on their own social profiles.
This news is particularly alarming considering that most brands are ignoring people in droves—answering just 11% of social inquiries. Meanwhile, brands send out 23 promotional messages for every response given to a fan.
For Q2 2016, we surveyed more than 1,000 active users of Twitter, Facebook and Instagram and then compared their feedback to the behavior of brands on social media across 15 industries worldwide. The data reveals a ripe opportunity for smarter organizations looking to gain a competitive advantage.
All this and more is explored in the latest Sprout Social Index. To see the full report, click here.
Thank you for this post as I am a victim or witness of not getting response from a big company on social media. It was a serious issue, but they just ignored it. So I agree 100%, may be not very quickly but in long run it will surely effect.
@Instagramtips Thanks for your comment. You're not alone. We've consistently found that about 89% of messages sent to brands on social go ignored. Here's hoping that changes soon!
This is definitely true and taken to a whole new level with boosted sponsored story posts that never get responded to. Every social PPC strategy needs a social rep to follow it up.
@GuaranteedPPC Good point! Thank you for sharing that perspective.