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It Pays to Provide Customer Service via Twitter (Report)

Brands that respond to customer-service inquiries on Twitter benefit from doing so on several levels, according to a study the social network conducted along with Applied Marketing Science.

Key findings of the study included:

  • Customers who receive responses when they tweet businesses are willing to spend 3 percent to 20 percent more on average-priced items from those businesses in the future.
  • Customers who receive responses when they tweet businesses are 44 percent more likely to share those experiences, both online and offline, and 30 percent more likely to recommend those businesses.
  • Customer satisfaction scores from customers who receive responses when they tweet businesses average one entire point higher, 2.66 compared with 3.66.

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