It’s interesting to see what marketers believe are the most important factors that get consumers talking about their products or services.
82.2% believe it’s the type of service received
70.3% believe how a product or service works
I wonder how these perceptions match-up to what the consumers themselves believe important.
We also learn that 66% of small companies monitor word-of-mouth on a regular basis, with large companies only doing so 33% of the time. Any surprise that it’s more likely to be a larger company that suffers at the hands of negative consumer media?