Why Companies Need To Bother About Social Media
A recent survey found that 72.2% of the respondents use social media to research a company’s reputation for customer care before making a purchase, and 74% choose to do business with companies based on the customer care experiences shared by others online.
The survey also found that while 81% of the respondents feel that blogs, online rating systems and discussion forums can give consumers a greater voice regarding customer care, about 59% of the respondents use social media to “vent” about a customer care experience. Less than 33% however, believe that businesses take customers’ opinions seriously.
Dell and Amazon were cited more often than any other company when asked which types of companies have done the best job in using social media to respond to customer care issues.
Considering that 84% of the respondents take the quality of customer care into account, at least sometimes in their decision to do business with a company, it is imperative that companies need look at more avenues to interact with their customers, and social media seems to offer some of the better options.
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- White Paper – Social Media Analytics
- Are More Asian Women Logging Onto Social Networks?
Filed under: Digital culture, Everything, Trends
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Quite true. Customer comments and rating are growing more and more important with the development of Web 2.0. They are valuable for both the company service improvements and purchasing judgment of other customers. You would value comments from a real user than the seller, of course. That’s why we are focusing on user rating system and customer experience on our own site.