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:

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