Consumers are more frequently using the medium of social media when making purchase decisions a recent survey has shown. Affluent online customers use social media channels to share their customer service experiences and make their final verdict about a product off the back of others’ reviews, according to a new study from the Society for New Communications Research.
More than 300 consumers who are active internet users participated in a survey which saw 59% of respondents say they use social media to “vent” about a customer-care experience. The survey focused on how customer-care influences brand reputation.
In light of this new phase of sharing experiences through social media there is a great opportunity to be had by companies wishing to build a strong reputation with consumers, building the customer service arm of the company will inevitably help the reputation of that company, with people being more inclined to talk about their bad experiences than their good encounters.
Other key findings from the report, “Exploring the Link between Customer Care and Brand Reputation in the Age of Social Media,” show that 74% would choose a company/brand based on someone else’s customer-care experiences shared online.