An in-depth understanding of consumers sits at the heart of what we all need to do, but we know it’s not always easy to uncover insights that will unlock a true innovation opportunity.
A new infographic from the team at Who is Hosting This has endeavoured to look at which brands are leading the social media strategy charge when it comes to marketing and customer engagement on Twitter.
While Tweeting has become a core component of almost every brand’s toolkit, the way in which each is using the channel remains diverse, as is their success. As this infographic shows, some brands, such as JetBlue, American Airlines and Rackspace, are throwing their attention behind using Twitter as a customer service channel. The champion in this category, however, is Ford, which is responding to a record 75 per cent of customer queries through Twitter, against an average response rate of 42 per cent.
In contrast, when it comes to using Twitter as a sales and ecommerce channel, ASOS proved a standout brand, whose #bestnightever campaign helped push total sales £78 million (AUD$141.6m) in December 2012.
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