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The Social Breakup: Why Consumers Unsubscribe

The Kiss
Creative Commons License photo credit: WTL photos

How often should you be emailing your customers or potential customers? How many tweets can you send out each day? How many is too many? How much contact is too much on Facebook? In order to find out why consumers terminate their relationships with Brands through Email, Facebook, and Twitter, Exact Target, a global Software as a Service (SaaS) provider, surveyed more than 1500 consumers and came up with a number of key findings that they reported today in “The Social Break-Up”.

Email Key Findings:

  • 95% of US Online Consumers use email
  • 91% have unsubscribed to a company email
  • 18% never open email from companies
  • 17% of subscribers will delete or ignore email instead of unsubscribing or hitting the spam button
  • 49% unsubscribe because the content is boring or repetitive

Facebook Key Findings:

  • 73% of US online consumers have a Facebook profile
  • 65% of US online consumers are active on Facebook
  • 64% of Facebook users are “Fans” of a company
  • 51% of Facebook Fans of a company rarely or never visit a company’s page after liking them
  • 44% of Facebook Fans unlike a company because they post to frequently

Twitter Key Findings

  • 17% of US consumers have a Twitter account
  • 9% of US consumers who have created a Twitter account are active
  • 41% of consumers who have followed a company have stopped following them later
  • Twitter users are less likely to unfollow a brand compared to Facebook or email users (41% for Twitter, 55% for Facebook, and 91% for email)

The question is, why have you unsubscribed to a Brand?