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Proud to be #Certified — A Wake Up Call for Brands!

Lithium Alumni (Retired)

Outside Twitter HQ.jpgThe news last week that Lithium Social Web has been selected into Twitter’s Certified Product’s Program is very exciting!  Twitter’s certification program identifies the best tools and services to help businesses thrive on the Twitter platform, which ultimately improves the experience for Twitter’s growing user base.  This is a milestone event for Lithium and something we take great pride in, especially as it underscores one one of Lithium’s key values to “build products we’re proud of”.

 

As part of our announcement, we also released a research study that we conducted with Millward Brown Digital that uncovers how consumers expect brands to respond to them on Twitter and the impact it can have on a brand’s reputation. 

 

 

Some of the key finding include:

 

  • Social response expectations among Twitter users is high; 73% of users expect a response from brands to their Tweet
  • Of those expecting a response, 53% of users expect it within the hour, 72% when it involves a complaint
  • Almost 40% of users felt more negative towards a brand when their Tweets weren’t responded to in a timely manner
  • Majority of users will escalate and/or vocalize their negativity to a brand if not responded to in a timely manner; 75% of users who “shame” a brand believe it will lead to better service

 

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Brands, it’s time to wake up!  You can no longer afford to ignore consumers’ expectations for how you respond to them on Twitter. In fact, demands are only going to become even loftier as more and more consumers turn to Twitter as their preferred channel for communicating with brands.

 

There’s plenty of good news for brands that get it right, however.  Because timely social response can also produce positive effects, including increases in brand perception, favorability and purchase intent, many of our current customers are already seizing the opportunity and using Lithium Social Web to turn social response into a competitive advantage.

 

 

If your brand isn’t already using Lithium Social Web to harness Twitter’s power, I encourage you to take advantage of our complimentary social assessment to learn more about how Lithium Social Web can help.

 

 

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We’re very proud of the value we’re creating for consumers, brands and Twitter’s ecosystem.

 

Tweet on!

 

Larry

 

PS: Check out some of what the media has to say about our news at http://www.lithium.com/news-events

 


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Larry Nelson is currently VP, Business Development and Partnerships and is responsible for helping develop Lithium’s partner ecosystem.  Larry is passionate about connecting people to brands, products and services and has spent the past 18 years launching successful consumer content and e-commerce properties, developing strategic partnerships and scaling digital capabilities across organizations in a variety of leadership roles at HP, Yahoo and McCann Erickson.  Follow him on Twitter @larrynelson

 


About the Author
Larry Nelson is VP, Business Development and Partnerships and is responsible for advancing Lithium’s partner ecosystem. He’s passionate about connecting people to brands, products and experiences and has spent his career launching successful content and e-commerce properties, communities and scaling digital capabilities across organizations in a variety of leadership roles at Hewlett Packard, Yahoo! and McCann Erickson. Follow him on Twitter @larrynelson