Quick Study: Consumers: Social Dialogue Not Really Two-Way Affair; Amazon, QVC and Apple Most Popular E-Commerce Sites

â–¶ Social Engagement Could be Better: A study finds that consumers expect a two-way dialogue with brands across the social Web, but rarely get it. A survey conducted by Lithium Technologies in April 2012 reveals that while 25% of respondents expect to hear back from a company when they tweet about a brand or product, only 9% have actually received a response. Other highlights include:

• 35% say that after “liking” a brand on Facebook, they expect to hear from the company—yet 58% say that they have never received a response from a company after “liking” it.

• A companion survey of marketers found that 42% are very concerned about demonstrating the value of social media to executive management—but only 4% say their ability to measure the overall impact of social media is excellent.

• 31% of marketers say that customer retention is important, but only 4.6% of marketers say they are able to measure customer satisfaction extremely well.

Source: Lithium Technologies

â–¶ Amazon Leads in Web Customer Experience: Amazon, QVC and Apple have the most popular e-commerce sites among U.S. consumers, says research by ForeSee. Survey highlights include:

• Amazon took the top spot with 89 points; while Apple’s online store and QVC tied for second with 85 points. Coffee machine maker Keurig earned 84 points.

• According to the study, very satisfied Web site visitors—with ratings topping 80 points—were 72% more likely to buy online. The probability they would recommend a retailer also beat the norm by 69%.

• The chance of these customers buying from the same vendor next time leapt by 67%, brand commitment rates were 66% stronger, return visits surged 58% and offline purchase rates rose 56%.

Source: ForeSee