â–¶ Consumer Feedback Falls on Deaf Ears: A large number (89%) of consumers are likely to tell organizations they do business with if they receive poor service, yet almost 44% do not believe companies take notice of—or really care about—the feedback shared, according to a Customer Contact Association (CCA) study. And they may be right: A third of CCA member organizations polled indicate they overlook social media feedback completely—with most reporting that they look at less than 2% of customer interactions across Web-based channels. Other findings include: • 44% of respondents cite mail or e-mail as their preferred route of providing feedback. Yet, 65% of organizations refer to less than a quarter of e-mails for customer insight. • Among 16-24-year-olds, two-thirds use social media to report bad experiences, and 61% talk about positive ones.
Quick Study: Companies Overlooking Online Customer Feedback; Decreased Consumer Budgets Hit Entertainment Hardest
You might also be interested in:
- How Four Big Brands Crafted Multi-Platform Content Catering to Their Demographic Targets
- Despite Surge in Visual Storytelling, Text Articles Lead in Engagement
- Most Effective Online Newsrooms ‘Hybrids’ That Serve the Media and Consumers Alike
- 4 Steps to a Winning Social Media Narrative
- 6 Ways to Integrate Employees Into Your Organizational Messaging