{"id":70622,"date":"2012-08-31T15:28:34","date_gmt":"2012-08-31T14:28:34","guid":{"rendered":"https:\/\/www.strattoncraig.com\/insight\/can-you-help-me-please\/"},"modified":"2012-08-31T15:28:34","modified_gmt":"2012-08-31T14:28:34","slug":"can-you-help-me-please","status":"publish","type":"post","link":"https:\/\/www.strattoncraig.com\/us\/insight\/can-you-help-me-please\/","title":{"rendered":"Can you help me please?"},"content":{"rendered":"

\u201cCertainly, if you leave your details I\u2019ll ask someone to call you back.\u201d<\/em>
\nWe\u2019ve all heard it, and we\u2019ve all waited for an unacceptable amount of time for that call, before ringing again, by now in a slightly less reasonable mood than the first time round. This irritation is how people feel when their question goes unanswered on Facebook or Twitter. And rightly so.
\nThe social media boom of 2011 has left a lot of consumers disillusioned, angry and frustrated, and the likes of Facebook clogged up with incomplete, disengaging and frankly irritating business pages that offer nothing more than an abandoned forum complete with unfulfilled promise. Ask a question or make a complaint in these barren lands and you\u2019ll be waiting for a very long time for an answer, irritation growing by the minute.
\nAnd it really is by the minute, because people expect businesses and organisations to respond quickly, immediately, within the hour at the very longest (think how quickly you\u2019d expect an answer from a friend you had texted about meeting for a drink after work). Particularly if they\u2019ve actively joined the social media movement, otherwise why bother? And when they don\u2019t answer (read: empathise), there\u2019s a very real chance that damaging opinions of uncaring corporations will be formed, and we all know that bad reputations are very hard to shake and loyalty even harder to win back.
\nAccording to a recent survey conducted by YouGov<\/a>, in which 2,000 people were polled, and 40 brands analysed, a measly 7.5% (three) scored more than zero for their customer service on social media<\/a> channels. The rest scored zero. This statistic speaks for itself, and should remind the world\u2019s business owners and marketing managers that social media is a powerful tool that can both make and break ideas, win and lose customers. Whether you win or lose is entirely in your hands.
\nRemember that it\u2019s better to politely decline an invitation to go to a party where you won\u2019t like anyone, than it is to go, be seen and then leave without talking to anyone.
\nAsk yourself this:<\/strong><\/p>\n