 |
| In January, after being hit with a lawsuit challenging its beef content (black spike), Taco Bell responded with a “Thanks for Suing Us” announcement, that turned the Twitter conversation largely neutral (light gray spike), according to this PeopleBrowsr data (exclusive to PR News). The next day, negative talk slightly led positive (dark gray) and neutral, but the amount of chatter was way down. Did Taco Bell’s “outside the bun” response do the trick? Source: PeopleBrowsr (www.peoplebrowsr.com); data exclusive to PR News |
â–¶ Customer service and PR Collide Online: According to a new survey of 3,000 consumers from online shopping comparison site GetPrice, online shoppers value customer service options and reputation above price—and are willing to pay more if they feel they will get a good deal overall. The key findings of the study include:
• Customer service options are the most important factor for consumers, followed by familiarity with the brand, user reviews and ratings and cost of delivery.
• Low prices are overrated. Having the lowest price was only the fifth most important factor. While 82% of respondents said that price was the determining factor for researching products online, 73% said that it saves them time and 67% said it was the easiest way to compare online offers.
• About 25% of respondents are tracking companies through sites such as Twitter and Facebook.
Source: GetPrice
â–¶ Social Media Not All Good All the Time: An online Harris Poll of adults shows that 40% of Americans have received a good suggestion for something to try as a result of their use of social media. Additional results include:
• Younger Americans claim positive benefits as a result of their social media use much more often than do older adults—59% of Echo Boomers (those 18-33) say they have received a positive suggestion for something to try from their activity on social media, compared to 44% of Gen Xers (those 34-45), 34% of Baby Boomers (those 46-64) and just one in five Matures (those 65 and older) (19%).
• One-quarter (24%)of Echo Boomers have found a job opportunity through social media, while only one in 10% Baby Boomers say the same.
• 43% say they have been offended by posts, comments or pictures they’ve seen; and 26% say that unintended persons have viewed links or comments they’ve posted.
Source: Harris