Paul Gillin's Public Library

Communities advice share

The study found that in 2011, 94% of the 50 top brands’ Facebook pages directed users to a one-way communication page, such as a tab or a closed Facebook wall that didn’t allow consumers to initiate a conversation. This was up from 91% of the top 50 brands’ pages in 2010. Additionally, 56% of those brands did not respond to a single customer comment on their Facebook page in 2011; the same percentage of nonresponses as in 2010.

customer critics research share

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starfire

Starfire

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roughly 4 in 5 respondents indicated they had either abandoned a brand due to poor response time to their questions, or would have walked away if not for restrictions such as contractual obligations. Overall, almost half reported having waited for at least one minute on their most recent sales call, rising to 78.5% who waited that amount of time as an existing customer.

customer critics research

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Qumu found that more than half of them (51.2%) are concerned that employees will upload irresponsible content to the company network, and 12% of executives even admit they worry about employees uploading embarrassing videos of them from company parties. However, executives also report that the videos being uploaded to their networks are more effective than ever before — in fact, the study found that 100% of them have never seen an inappropriate video uploaded to the company network, and the top comments executives made about the employee-generated videos they've seen are that they have been useful (38.2%) and appropriate (35.3%)

customer critics research

ndw

Another darling of the social-local space, Groupon, has become toxic. A 2011 study by John Byers, Michael Mitzenmacher, and Georgios Zervas showed that the number of Yelp reviews increased after a restaurant used a Groupon promotion, but that the number of ratings stars dropped. The authors speculated that the coupons might be attracting critical customers. It might be, for example, that price-conscious customers may be looking more critically at the product and service. A follow-up study suggests that merchants might not be treating Groupon customers as well as they treat their existing customers.

customer critics research share