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Good customer service, transparency, and audience engagement 
are key drivers of how customers rate a brand’s social media activity

Good customer service, transparency, and audience engagement are key drivers of how customers rate a brand’s social media activity

freddie.benjamin December 19, 2022 Digital Customer Insights

Just under half (47%) of digital customers agree that a strong customer service offering is the top driver of brand perception on social media.

customer servicedigital customerssocial media

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  • Digital Customer Insights (2)
  • Shopper Insights (6)

Recently Published

  • Good customer service, transparency, and audience engagement are key drivers of how customers rate a brand’s social media activity
  • Poor customer service leads to brands losing customers, while positive experience drives word-of-mouth recommendation
  • Most customers are loyal to some brands, but do not rule out buying from competitors
  • Location based targeting and re-marketing ads are most likely to be deemed ‘creepy’
  • Offline impulse purchases occur in standard over free-standing or sale aisles 
  • Price sensitivity and self-rewarding behaviour drive impulse purchases 
  • Young people are significantly more attached to smartphones 
  • Slow page load times and broken links lead to abandoned online shopping journeys

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