Sharing customer service stories online
May 05, 2008 | Internet Marketing
Brand managers have long known that news—both good and bad—spreads quickly online. Now US consumers are using social media to share their customer care experiences.
More than 70% of US Internet users surveyed in February and March 2008 said they used social media at least sometimes to learn about customer care offered when considering a purchase, according to a Society for New Communications Research study commissioned by Nuance Communications.
More than nine out of 10 respondents agreed with the statement, “I have chosen companies/brands based on my customer care experiences.”
“Clearly, the customer care experience is a major predictor of future purchase decisions,” said Nora Ganim Barnes, senior fellow at the Society for New Communications Research.
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