- According to two separate studies by ROI Research and MarketTools, consumers are increasingly embracing social networks as a tool to communicate directly with brands.
- In addition to comparing prices and discussing sales and specials with friends online, 53 percent say they have provided feedback to the companies they support.
- Additionally, 47 percent say they have used the channels to register complaints.
- The studies suggest there is room for growth in regards to brands responding to feedback via social networks. “Listening and responding to complaints on social media also offers brands a chance to connect with customers in an additional channel, and to potentially increase customer satisfaction.”
Topics: Customer Service, Social
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