{"id":7303,"date":"2014-08-19T05:22:12","date_gmt":"2014-08-19T09:22:12","guid":{"rendered":"http:\/\/isarta.com\/infos\/?p=7303"},"modified":"2014-08-19T08:42:40","modified_gmt":"2014-08-19T12:42:40","slug":"vous-avez-une-heure-pour-repondre-lorsque-lon-vous-interpelle-sur-twitter","status":"publish","type":"post","link":"https:\/\/isarta.com\/infos\/vous-avez-une-heure-pour-repondre-lorsque-lon-vous-interpelle-sur-twitter\/","title":{"rendered":"Une organisation a une heure pour r\u00e9pondre lorsque qu&rsquo;elle est interpell\u00e9e sur Twitter"},"content":{"rendered":"<p style=\"text-align: justify;\"><a href=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548.jpg\"><img loading=\"lazy\" class=\"alignright wp-image-7309\" src=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548-300x200.jpg\" alt=\"social-media-buttons1_1025082796_2020419548\" width=\"153\" height=\"102\" srcset=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548-300x200.jpg 300w, https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548-1024x683.jpg 1024w, https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548.jpg 1600w\" sizes=\"(max-width: 153px) 100vw, 153px\" \/><\/a><strong><span style=\"color: #000080;\">Il semble que les utilisateurs Twitter aient des standards tr\u00e8s \u00e9lev\u00e9s lorsqu\u2019ils interpellent une entreprise sur la plateforme sociale.\u00a0C\u2019est ce qui ressort d\u2019un sondage r\u00e9alis\u00e9 en 2013 par<\/span> <span style=\"color: #3366ff;\"><a href=\"http:\/\/www.lithium.com\/\"><span class=\"s2\" style=\"color: #3366ff;\">Lithium Technologies<\/span><\/a><\/span> <span style=\"color: #000080;\">qui d\u00e9montre, encore une fois, l\u2019importance du temps de r\u00e9ponse dans les m\u00e9dias sociaux.<\/span><\/strong><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\" style=\"color: #000080;\"><b>Une r\u00e9ponse, et vite!<\/b><\/span><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\">70 % r\u00e9pondants ont mentionn\u00e9 s\u2019attendre \u00e0 une r\u00e9ponse de la part des marques qu\u2019ils ont interpel\u00e9es. Parmi ceux-ci, 53 % d\u2019entre eux veulent une r\u00e9ponse dans un d\u00e9lai de moins d\u2019une heure, mais en g\u00e9n\u00e9ral, un d\u00e9lai d\u2019une heure (mais moins de 2 heures) est tol\u00e9r\u00e9 comme le montre ce graphique r\u00e9alis\u00e9 par le site Web <i>Search Engine Watch.\u00a0<\/i><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #000080;\"><span style=\"color: #000080;\"><a href=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/tempsdereponse.jpg\"><img loading=\"lazy\" class=\"alignleft wp-image-7306\" src=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/tempsdereponse-287x300.jpg\" alt=\"tempsdereponse\" width=\"191\" height=\"200\" srcset=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/tempsdereponse-287x300.jpg 287w, https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/tempsdereponse.jpg 518w\" sizes=\"(max-width: 191px) 100vw, 191px\" \/><\/a><\/span><b>Encore moins tol\u00e9rants lorsqu\u2019il s\u2019agit d\u2019une plainte<\/b><\/span><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\">Lithium Technologies a tent\u00e9 de connaitre les raisons pour lesquelles les utilisateurs Twitter veulent une r\u00e9ponse en moins d\u2019une heure.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\">Lorsqu\u2019ils font une plainte, les r\u00e9pondants veulent une r\u00e9ponse rapidement, et ce, dans une proportion de 72 %. Ensuite, lorsqu\u2019ils font une recommandation (59 %), posent une question (52 %) ou d\u00e9montrent leur enthousiasme (50 %), ils veulent \u00e9galement une r\u00e9ponse dans un court d\u00e9lai.<\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\">\u00c9tonnamment, la raison principale pour laquelle les utilisateurs Twitter interpellent une marque est pour leur donner une r\u00e9troaction positive (28 %) et non pour se plaindre (9 %).\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\"><b><a href=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/raisonsetplaintesjpg.jpg\"><img loading=\"lazy\" class=\"alignright wp-image-7307 \" src=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/raisonsetplaintesjpg-300x170.jpg\" alt=\"raisonsetplaintesjpg\" width=\"233\" height=\"132\" srcset=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/raisonsetplaintesjpg-300x170.jpg 300w, https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/raisonsetplaintesjpg.jpg 600w\" sizes=\"(max-width: 233px) 100vw, 233px\" \/><\/a><span style=\"color: #000080;\">Il y a des cons\u00e9quences \u00e0 prendre trop de temps pour r\u00e9pondre<\/span>\u00a0<\/b><\/span><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\">Rien de nouveau ici lorsque les marques prennent trop de temps pour r\u00e9pondre aux questions, plaintes, etc. des internautes qui prennent le temps de leur \u00e9crire un mot: il y aura des cons\u00e9quences n\u00e9gatives, pensent 60 % des r\u00e9pondants.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\">Plus pr\u00e9cis\u00e9ment\u00a0:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li class=\"li3\"><span class=\"s1\">29 % des r\u00e9pondants ont affirm\u00e9 qu\u2019ils allaient raconter leur exp\u00e9rience \u00e0 leur famille et amis;\u00a0<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">26 % vont utiliser d\u2019autres moyens de communication pour faire connaitre leur situation;\u00a0<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">24 % consid\u00e8reront acheter moins aupr\u00e8s de la compagnie dans le futur;<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">21 % ne recommanderont pas les produits et\/ou services de cette entreprise;<\/span><\/li>\n<li class=\"li3\"><span class=\"s1\">15 % se plaindront de cette compagnie\/marque sur les m\u00e9dias sociaux.\u00a0<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">\u00a0<a href=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/consquences.jpg\"><img loading=\"lazy\" class=\"alignleft wp-image-7308 \" src=\"http:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/consquences-300x154.jpg\" alt=\"consquences\" width=\"206\" height=\"106\" srcset=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/consquences-300x154.jpg 300w, https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/consquences.jpg 600w\" sizes=\"(max-width: 206px) 100vw, 206px\" \/><\/a><span style=\"color: #000080;\"><b>La perception d\u2019une marque\u00a0ne s&rsquo;en trouve pas toujours\u00a0alt\u00e9r\u00e9e<\/b><\/span><\/p>\n<p style=\"text-align: justify;\"><span class=\"s1\">M\u00eame si une marque ne r\u00e9pond pas dans un d\u00e9lai raisonnable selon les utilisateurs, ceux-ci ne leur en tiennent pas toujours rigueur. Ils sont 49 % \u00e0 dire que \u00e7a ne changera pas la perception qu\u2019ils avaient de cette marque\/compagnie. En revanche, 38 % ont affirm\u00e9 qu\u2019ils auront une perception davantage n\u00e9gative qu\u2019auparavant.\u00a0<\/span><\/p>\n<div class=\"brdr2\"><\/div>\n<p>&nbsp;<\/p>\n<div class=\"likebtn_container\" style=\"clear:both;text-align:center;\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_7303\"  data-site_id=\"5cc1ecd16fd08b776710d1e9\"  data-theme=\"drop\"  data-btn_size=\"100\"  data-icon_l=\"false\"  data-icon_d=\"false\"  data-icon_l_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/happy.png#64794\"  data-icon_d_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/sleep.png#64796\"  data-icon_size=\"58\"  data-icon_l_c=\"#771414\"  data-bg_c=\"#ffffff\"  data-bg_c_v=\"#ffffff\"  data-brdr_c=\"#ffffff\"  data-f_size=\"11\"  data-f_family=\"Tahoma\"  data-counter_fs=\"b\"  data-lang=\"fr\"  data-ef_voting=\"wobble\"  data-dislike_enabled=\"false\"  data-counter_type=\"percent\"  data-counter_show=\"false\"  data-tooltip_enabled=\"false\"  data-tooltip_like_show_always=\"true\"  data-white_label=\"true\"  data-i18n_like=\"Aimer \/ Partager\"  data-i18n_dislike=\"Pas aim\u00e9\"  data-style=\"\"  data-unlike_allowed=\"\"  data-show_copyright=\"\"  data-item_url=\"https:\/\/isarta.com\/infos\/vous-avez-une-heure-pour-repondre-lorsque-lon-vous-interpelle-sur-twitter\/\"  data-item_title=\"Une organisation a une heure pour r\u00e9pondre lorsque qu&#039;elle est interpell\u00e9e sur Twitter\"  data-item_image=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548-1024x683.jpg\"  data-item_date=\"2014-08-19T05:22:12-04:00\"  data-engine=\"WordPress\"  data-plugin_v=\"2.6.54\"  data-prx=\"https:\/\/isarta.com\/infos\/wp-admin\/admin-ajax.php?action=likebtn_prx\"  data-event_handler=\"likebtn_eh\" ><\/span><!-- LikeBtn.com END --><\/p>\n<hr size=\"3\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Il semble que les utilisateurs Twitter aient des standards tr\u00e8s \u00e9lev\u00e9s lorsqu\u2019ils interpellent une entreprise sur la plateforme sociale.\u00a0C\u2019est ce qui ressort d\u2019un sondage r\u00e9alis\u00e9 en 2013 par Lithium Technologies qui d\u00e9montre, encore une fois, l\u2019importance du temps de r\u00e9ponse dans les m\u00e9dias sociaux. Une r\u00e9ponse, et vite! 70 % r\u00e9pondants ont mentionn\u00e9 s\u2019attendre \u00e0 [&hellip;]<\/p>\n<div class=\"likebtn_container\" style=\"clear:both;text-align:center;\"><!-- LikeBtn.com BEGIN --><span class=\"likebtn-wrapper\"  data-identifier=\"post_7303\"  data-site_id=\"5cc1ecd16fd08b776710d1e9\"  data-theme=\"drop\"  data-btn_size=\"100\"  data-icon_l=\"false\"  data-icon_d=\"false\"  data-icon_l_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/happy.png#64794\"  data-icon_d_url=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2019\/04\/sleep.png#64796\"  data-icon_size=\"58\"  data-icon_l_c=\"#771414\"  data-bg_c=\"#ffffff\"  data-bg_c_v=\"#ffffff\"  data-brdr_c=\"#ffffff\"  data-f_size=\"11\"  data-f_family=\"Tahoma\"  data-counter_fs=\"b\"  data-lang=\"fr\"  data-ef_voting=\"wobble\"  data-dislike_enabled=\"false\"  data-counter_type=\"percent\"  data-counter_show=\"false\"  data-tooltip_enabled=\"false\"  data-tooltip_like_show_always=\"true\"  data-white_label=\"true\"  data-i18n_like=\"Aimer \/ Partager\"  data-i18n_dislike=\"Pas aim\u00e9\"  data-style=\"\"  data-unlike_allowed=\"\"  data-show_copyright=\"\"  data-item_url=\"https:\/\/isarta.com\/infos\/vous-avez-une-heure-pour-repondre-lorsque-lon-vous-interpelle-sur-twitter\/\"  data-item_title=\"Une organisation a une heure pour r\u00e9pondre lorsque qu&#039;elle est interpell\u00e9e sur Twitter\"  data-item_image=\"https:\/\/isarta.com\/infos\/wp-content\/uploads\/2014\/08\/social-media-buttons1_1025082796_2020419548-1024x683.jpg\"  data-item_date=\"2014-08-19T05:22:12-04:00\"  data-engine=\"WordPress\"  data-plugin_v=\"2.6.54\"  data-prx=\"https:\/\/isarta.com\/infos\/wp-admin\/admin-ajax.php?action=likebtn_prx\"  data-event_handler=\"likebtn_eh\" ><\/span><!-- LikeBtn.com END --><hr size=\"3\"><\/div>","protected":false},"author":30,"featured_media":7309,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[137,1],"tags":[],"_links":{"self":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts\/7303"}],"collection":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/comments?post=7303"}],"version-history":[{"count":6,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts\/7303\/revisions"}],"predecessor-version":[{"id":7315,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/posts\/7303\/revisions\/7315"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/media\/7309"}],"wp:attachment":[{"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/media?parent=7303"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/categories?post=7303"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/isarta.com\/infos\/wp-json\/wp\/v2\/tags?post=7303"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}