Social Media may give brands a second first impression with millennials

A new survey commissioned by TELUS International, a global customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, and conducted online by The Harris Poll to over 2,000 US adults, found that 62% of millennials (ages 18-34) would likely recommend a brand that has an exceptional social media presence, even if they were not initially happy with their product or service, the company said.

Given the ´always connected´ nature of millennials, experts at TELUS International predict that consumers representing this generation (or age bracket) will increasingly connect with brands through social media, highlighting its importance as part of an overall customer service delivery strategy.

The survey reveals that nearly three quarters (72%) of millennials (vs. 47% of Americans age 45+) would be more likely to be loyal to a brand that responds to feedback via social media over a brand that does not. It also revealed that 43% of millennials (vs. 21% of Americans age 45+) say if a brand they purchase from does not have a social media page to provide feedback on, they would consider purchasing from a different brand that does.

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