Infographic: How your social customer service is making (or losing) you money

Eighty percent of organizations think they provide excellent customer experiences online, but only 8 percent of customers agree. That discrepancy is costing many brands revenue.

When my mom was in high school, she worked for a woman named Martha Stewart (but no, not the Martha Stewart) in Carson Pirie Scott’s junior’s section.

Stewart put a sign next to each cash register that said, “The customer is always right,” and reminded her staff daily to always put customers first.

Today, in good old 2015, an infographic from Sprinklr reveals facts that support Ms. Stewart’s philosophy. It explains how a customer’s experience with your organization—on social media, in particular—directly affects the bottom line.

According to the infographic, 11 percent of organizations have lost money due to negative social media comments. Fifteen percent have lost customers.

But the biggest problem may be that while 80 percent of organizations think they are providing customers with superior experiences, only 8 percent of customers agree. Even worse, only 1 percent of customers say brands regularly meet their expectations.

There is good news: Organizations that provide top-notch customer service on social media see a 6.7 percent year-over-year increase in revenue.

Check out the infographic for more:

(View a larger image.) ​

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