Thursday, May 12, 2016

Your Golden Hour is Just That

Harped upon to the point of you not listening in this space, but another report today with up-to-date 2016 numbers that you must respond to your fans and customers.  I've preached and preached that the Golden Hour is literally that -- at best -- on social. (Couple past blogs for links: It comes fast | Earlier basics)

The shocking new takeaway:

A total of 90 percent of the 1,000 consumers surveyed have used social sites to communicate with a brand in some way. What’s more, consumers reach out on social before all other methods, including phone or email, when they have a problem with a product or service. Messages requiring responses also increased 18 percent over the past year, which indicates that more consumers are shifting to a social-first mentality.

That means this slide I use in social media crisis management needs updating.  Look at the progression among major consumer response studies:

Read more at Social Times: Ignore customers on social at your own peril

Download the entire Sprout Social report here.