If you’re not already using social media for customer relationship management (CRM), now is the time to start. Research shows that users post half a billion tweets on Twitter every day. These tweets are not just scathing political commentary or a funny GIF. A good portion of theses tweets include interactions between businesses and their customers.
Online customer interactions with brands grew 70% between 2013 and 2014. According to McKinsey, 30% of these people prefer a direct message over sitting on hold on a customer service line. This is understandable. After all, this is an on-demand world. Waiting around for someone to answer the phone is a thing of the past.
The question now is not how companies can use social media to resolve issues. It is how they can use social media to develop deeper relationships with their customers…
