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32% will share customer service experiences via social media and blogs

32% will share customer service experiences via social media and blogs | Contact centre | Scoop.it

Almost a third (32 per cent) are sharing their customer service experiences – both good and bad – online through social media and blogs, new research has found.


Via Pretium Solutions
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Yvonne A Jones's curator insight, May 6, 2014 11:06 AM

Customer feedback is essential, and businesses, especially small businesses, want to encourage customers to speak with them and give them their feedback.  However, customers and clients must feel that their opinions matter and they will get results if they express their opinion. 

 

Relationship Marketing is key to maintaining open communication and dialogue between the business and its customers.  If customers know that they are a valued part of the business and they are listened to, they will be more ready to give feedback to the business rather than posting it on social media and voicing their discontent on those platforms and elsewhere, including  blogs.

 

Brianne Mellon's curator insight, May 7, 2014 10:43 AM

Excellent statistics! Very useful for businesses/marketers and informative. This was my second favorite posting in my thread. Graphs and illustrations like these make it easy to understand who/what/where/when we should be marketing. 

Darius Douglass's curator insight, May 10, 2014 7:32 PM

Customer service  is the most important relationship between consumer and business.  Social Media provides a balanced medium as the consumer and business share equal footing.  This is why net neutrality is such a hot button issue. 

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