Quick Study: Companies Overlooking Online Customer Feedback; Decreased Consumer Budgets Hit Entertainment Hardest

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. Source: Customer Contact Association â–¶ Consumers Sensitive With Budgets: For its Q3 2011 Global Online Consumer Confidence report, Nielsen asked global respondents how they allocate their monthly budget and where they would increase or decrease spending if their budget expanded or contracted by 10%. With a budget increase of 10%, respondents indulge in categories such as “pleasure travel/vacations” (up 29%) and “recreation and entertainment” (up 20%). For a 10% decrease, categories that take the biggest hit include: • “Recreation/entertainment,” a 121% decrease; and “apparel” and “dining out,” with a 21% and 18% reduction in spending, respectively. • The categories consumers are least likely to cut back spending on: “medical” (-2%) and “housing” (-3%). PRN Source: Nielsen The death of Steve Jobs so dominated the media that news of his passing elevated the visibility of top CEOs overall, finds “America’s Top Companies Reputation Benchmark,” a 10-year tracking study conducted by New York-based PRIME Research. A comparison of October results (black line) and the year-to-date figures (gray line) reveals that CEO share-of-visibility almost doubled while the tone of coverage rose 100%—the strongest performance of the “Management” attribute for the history of the study.  Source: PRIME Research (exclusive to PR News)

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