Does anyone still need more proof….?
I doubt it, after analyzing the results of the study Consumers Use Social Media to Vent about Customer Service reported in MarketingVOX. Key comment:
“These most savvy and sought-after 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. This research should serve as a wake-up call to companies: listen, respond, and improve.”
What’s also important is the following:
Search engines are the most valuable online tools for this research. Those rated of no value include micro-blogging sites like Twitter or Pownce (39%), YouTube (27%) and social-networking sites like Facebook and MySpace (22%).
Reputations are made at any customer touch-point with your brand but are amplified exponentially online with the tools available to consumers today and the behavior they clearly exhibit. Ignore them at your own peril!
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