Advertising Social Media Brand Strategy

Whitepaper: Discover the brands setting the standard for customer care excellence on Twitter

By Stefano Hatfield | Branded Content Editor

Sprinklr

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May 11, 2021 | 4 min read

What do Nike, Capital One, Pepsi, Airbnb, FedEx, McDonald’s, Asda, Dell, AT&T and EDF all have in common? According to Sprinklr’s new ‘Driving Excellence in Twitter Customer Care’ report, based on a sample of 1,228 Twitter accounts, they are among the top performing brands providing excellent customer care on Twitter.

To show what care excellence on Twitter looks like and help marketers drive best practice in customer care, the Sprinklr Care Score* takes an industry-by-industry look at the top brand performers across 10 key sectors, including: apparel & fashion; financial services; food & beverage; leisure & tourism; logistics; restaurants; retail; technology; telecommunications and utilities.

The report reveals which brands are leading the charge to deliver the very highest calibre of customer care on Twitter, providing a new industry standard for what good looks like, along with benchmarks to compare how your brand measures up on customer care and to help understand which brands from within your industry are doing the best job.

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Discover the brands setting the standard for customer care excellence on Twitter

Discover the brands setting the standard for customer care excellence on Twitter

The report includes best practices that you can apply to improve customer care delivered by your brand on Twitter, and improve the CX by truly listening and reacting to your customers where they are talking. It also looks at how different verticals perform, including a measure of how they: go the extra mile and exceed expectations, take ownership of issues or mistakes, tweet like a human (with personality), respond quickly to mentions and build relationships by engaging customers.

Download this new eBook to discover:

  • The top brand performers by industry delivering excellent customer care on Twitter
  • How the top performing brands excel at each of the best practices (referenced above)
  • The best of the rest: an additional 30 brands in industries with relatively few high-performing Twitter care accounts who are leading the charge in their sector.

*The Sprinklr Care Score is a balanced measure of care excellence, based on seven weighted indicators: response rate, time to first response, volume of brand replies, volume of outbound Tweets, following count, likes count and engagement rate. Together, these indicators reflect the various dimensions of Twitter care, and provide a robust measure of care excellence that works across different industries and countries.

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Sprinklr is the world’s leading Customer Experience Management (CXM) platform.

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