Despite the fact that the average customer wants to interact via social media, 30 percent of companies don’t have a program in place to handle the demand. That’s according to a study by Yankee Group and it’s not really surprising. Many companies still see social media as a time-waster that keeps their employees from getting their work done. Some companies have even gone so far as to block sites such as Twitter and Facebook, but in cutting off their employees, they could be cutting off their virtual noses to spite their user profiles.
The Yankee Group study found that nearly 60% of customers feel company outreach via social media would improve their loyalty to a company.
70% said they want and trust company information that comes to them through social networks and most respondents said companies should monitor social media for customer feedback.