7. 7
• Mobile is single biggest threat to business
• Time is money
• 51% of Facebook users expect answer
within 24 hours.¹
• Half of Twitter users expect answer
within 2 hours. ¹
• 70% of service-related tweets go
unanswered.2
¹ Consumer Views of Online Help – Oracle
2
Convince & Convert
Evolve or Die
19. 19
Competitive Outreach
• Engage with consumers who
are dissatisfied with
competitors.
• Offer people who tweet about
poor experience at competitors
gift card to try Great Clips.