Engage on social media or risk losing 27% of your customers

What value should you put on engagement? Well, according to a recent Maybe* research study - a whole lot! 

We recently used a Facebook chatbot to survey consumers in the South West, asking them how a brand’s engagement on social media impacts their purchasing decisions and sentiment towards them. 

The results are staggering and a stark warning for organisations who currently don’t appreciate the direct impact their social engagement can have on their sales, both online and instore. 

If a brand engages with you does it impact the likelihood of you purchasing from them?

Our research found that businesses in the South West are in danger of losing more than a quarter of their customers if they fail to engage with them on social media channels. 

27% of people stated that a brand engaging with them or not ‘definitely’ impacted their decision to purchase from that business while 68% of people said it ‘possibly’ would. 

The survey also highlighted that the purchasing habits of 100% of consumers in the region were impacted by whether or not a business or brand engaged with them. 

Maybe* Regional Reports - South West

When you engage with a brand on social media how quickly do you expect a response?

With 92% of South West consumers engaging with branded content on social media, and 37% engaging multiple times per week, organisations need to speed up their response times as consumers’ expectations continue to rise. When engaged with on social media, 18% of South West consumers expect businesses to respond within an hour, 49% expect them to respond within four hours and 62% expect them to respond within 24 hours. 

Our research also found that 77% of South West customers share good and bad brand social media experiences with their friends and family and that 68% of them feel that engagement from a brand ‘definitely’ impacts their likelihood to re-engage with the business. 

Maybe* Regional Reports - South West

If you’d like to improve your engagement or access other free social media insights and training sign up to Maybe* for free. You will learn how to listen and engage with your customers through social media, benchmark your results and optimise the return on investment of your social media activity.

Join us for daily training sessions and improve your social media results.