Good customer relationships are important for growing sales in any industry. For direct-to-consumer brands, they’re the lifeblood.
If customer experience and data are the new engines of growth, why are leading Facebook brands ignoring their customers and damaging those relationships?
A simple way to test if you’re damaging customer relationships
We contacted 132 of the biggest brands and 110 of the most popular direct-to-consumer brands on Facebook (based on number of page likes). We reached out on Messenger from a personal Facebook profile to each of their US Facebook pages with a business- or transaction-related request.
45% of brands don’t respond within 5 days
Responding instantly in a personal way is clearly the winning strategy. Responding within a few hours is decent. Within a day is still acceptable. Ignoring your customers or not responding within 5 days? That’s a clear sign you’re damaging customer relationships.