Social media is a CX echo chamber

As a leading brand, you probably understand the influential nature of social media. But do you have a grasp on what’s making or breaking your online reviews?

A whopping 42% of customers, especially those aged 25-44, post negative experiences on social media or review sites. This trend is becoming more prevalent and organizations must identify the triggers.

The top reasons for negative reviews are:

• Problems with the product or service
• Unfriendly or unhelpful staff
• Slow service or response times
• Poor choice of channels
• No self-service options

The social route to success

If there’s one thing we’ve learned in the past few years, it’s that simply being present on social media is no longer sufficient — your brand must be engaging in healthy, positive conversations with your customers.

Over half (62%) of all survey respondents and 80% of 18-44-year-olds agree that online reviews and social media posts influence their brand or company choice.

To succeed on social, your brand should take advantage of the authenticity of user-generated content. Also, positive sharing is a behavior brands can encourage through great service, value for money, incentive programs and simply asking customers to share their experience.