72% of Consumers Research Reputations Online, 59% of Customers Happy to Share Gripes With Them
Do you use the web to complain about poor customer service? (Maybe I should say "thanks," because you keep me busy with reputation management clients).
Well, if you do, you’re not alone. According to a new study by Society for New Communications Research 59% of respondents said they regularly use social media to "vent" about a poor customer service experience.
And, thanks to the two third of you that do complain, there’s plenty of online fodder for consumers to read, when researching a company’s reputation. And lots of us are researching:
…72 percent of respondents used social media to research a company’s reputation for customer care before making a purchase, and 74 percent choose to do business with companies based on the customer care experiences shared by others online.
You’ll never guess who’s leading the way in using social media to address customer complaints?
Amazon – OK, you might have guessed that one.
Dell!!! – Yes, Dell "Customer Service Hell" is commended for its use of social media to address complaints. That may be a shock to you, but if you’ve read Radically Transparent (you have bought it, right?) you’d know all about the great things Dell is doing to reverse negative opinions on the web.
The study will be released later this week, but you can read more at ClickZ.