Study: Majority Use Social Media to 'Vent' About Customer Car...
Popularity Report
 |
|||
|
|||
|
|||
|
|||
|
|||
|
Rank
URL Tag Cloud
Bookmark History
Saved by 2 people (0 private), first by anonymouse user on 2008-04-23
- Abo46n2 on 2008-04-24 - Tags social media , marketing , advertising , internet , web
- Rasheed on 2008-04-23 - Tags reseaux sociaux , social network , consommateur , consumers
Public Sticky notes
the online study found that 72 percent of respondents used social media to research a company's reputation for customer care before making a purchase, and 74 percent choose to do business with companies based on the customer care experiences shared by others online.
Highlighted by abo46n2
59 percent said they regularly use social media to "vent" about their customer care frustrations, suggesting that consumers looking to make a purchase decision first wade through a mass of negative commentary.
Highlighted by abo46n2
Savvy consumers "will not support companies with poor customer care reputations, and they will talk about all of this openly with others via multiple online vehicles,"
Highlighted by abo46n2
Only 33 percent of respondents said they believe companies take such online complaints seriously.
Highlighted by abo46n2
As for which industries made best use of social media, technology and retail ranked highest, while insurance, utilities and healthcare ranked lowest.
Highlighted by abo46n2
"Search allows consumers to find their information without being tied to the company, and now we have social media, where the customers voice is not only heard, it's louder. A customer's voice can now be global," she said. "If companies provide that care it can impact the reputation of the company itself."
Highlighted by abo46n2
conducted online with 300 respondents who voluntarily opted in.
Highlighted by abo46n2
Public Comment