With the explosion of social media prompting a dramatic change in how people interact with each other and brands, customers are turning to social media for customer service (a.k.a., social care). In other words, today’s customers want to engage with brands when and where they want to.
Being customer-centric for businesses, it requires creating a positive consumer experience at all customer contact points which include engagement, point of sale and customer support. A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.In this infographic, Airwoot has measured 30 brands/businesses of India on the social media to measure the customer-centricity. They have considered following metrics on the engagement on social media to bring out the top 5 brands of India:
- Response times when a customer posted a query on a brand’s social media channels.
- Response rate – the %age of customers who got a response from the brands when they posted a query on brand’s social media channel.
- Fan Base – Number of fans/followers on the social networks
- Engagement rate – %age of actionable messages (queries) to the brand vs %age of non-actionable messages (social chatter)
This data is collected and analysed by Airwoot from July 1, 2013 to September 30, 2013 (Q3, 2013).