Study Links Brand Loyalty to Customer Care

Editor's Note: Add social media networks alongside blogs for monitoring of customer opinions.
May 1, 2008, By Editorial Staff
As social media usage becomes increasingly ubiquitous, affluent consumers are now using social media channels to share their personal customer service experiences and learn about others' experiences when making purchase decisions, according to a study from the Society for New Communications Research.
The study, entitled 'Exploring the link between customer care and brand reputation in the age of social media', examined the opinions and behaviour of some 300 active internet users, and found that 59.1% use social media to 'vent their feelings' about customer care experiences.
Key findings
Among the study's other main findings:
Read the full story.

Source: http://www.loyaltylibrary.com/article.aspx?articleID=1962