Research: Four ways brands can build customer service relationships on Twitter · EMOTICONES

Nom page: Research: Four ways brands can build customer service relationships on Twitter
URL: https://blog.x.com/en_us/a/2015/research-four-ways-brands-can-build-customer-service-relationships-on-twitter
Date de publication: 2015-07-30
Date de consultation: 2024-11-13
Mots-clés: Empathie
Verbatims affectifs: "Be friendly: Empathize with the consumer and offer to help
Your mom was right: Being kind can go a long way. Our study found that when consumers have friendly customer service interaction — as defined by showing empathy and offering to help — they are more likely to recommend the brand. Of those who had a friendly interaction, 76% were likely to recommend the brand. Of those who had an unfriendly interaction, 82% were unlikely to recommend the brand."
Thème général (contenu, image, etc.): Service client
Recommandations et bonnes pratiques: "Their goal is to humanize the brand through each interaction via a friendly, accessible tone and voice. Each interaction should make customers and consumers feel like they are talking to a real person."
Effets attendus de ces recommandations ou objectifs qu’elles permettent d’atteindre: Encourager les marques à user d'empathie
Type d'utilisation de l'émotion (Prescription/autodéfinition): Préscription
Thèmes: Créer un lien avec son audience
Catégorie: Générer de l'empathie pour interagir avec l'audience
Images: 23.Service client
Cas/exemples/illustrations: "Brand spotlight: Forging meaningful connections with consumers via personal, authentic and helpful interactions on Twitter is a top priority for Nike. They expertly balance creating interactions that have a friendly tone but remain very much on brand. Nike also empowers its representatives to make decisions that can resolve customer issues to ensure swift resolutions."
Contraintes: Null
Interdictions: Null
Sanctions: Null