This link has been bookmarked by 6 people . It was first bookmarked on 23 Apr 2008, by Rachid Rasheed.
-
24 Apr 08
-
-
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.
-
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.
-
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,"
-
Only 33 percent of respondents said they believe companies take such online complaints seriously.
-
As for which industries made best use of social media, technology and retail ranked highest, while insurance, utilities and healthcare ranked lowest.
-
"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."
-
conducted online with 300 respondents who voluntarily opted in.
-
-
23 Apr 08
Would you like to comment?
Join Diigo for a free account, or sign in if you are already a member.