To answer, we turn to the numbers published by Digital 2019, a study conducted by We Are Social in collaboration with Hootsuite. According to the latest data, in 2019, there were 3 billion active social media users worldwide. In Italy, 35 million people access social media every day, mostly via mobile. On average, Italians spend nearly two hours a day connected to social media and have a profile on at least seven different platforms (81% of users are on Facebook, 55% on Instagram). As for purchases, 75% of users claim to have bought a product or service online, and 93% have visited at least one online store. These are significant numbers, easily reachable if only… the communication was set up properly.
In short, the data to understand where the market is heading, the tools to monitor customers, and the strategies to offer them the best customer care all exist. And it’s very likely that, even if you’re not using them, your competitors are!