Another survey by Sage reveals that only 6% of business owners monitor social media to gain a better understanding of their customers and although 43% believed that the economic conditions made it more important to go further for customers, only 1% engaged with them through social media by responding to comments and criticism.
What exasperates the situation is of course that even though businesses aren’t listening to their customers, other people are:
80% have changed their minds about buying something after they read a negative review
87% have been swayed by positive comments to confirm their decision to buy
Any business that is not engaging with its customers in the format that works for them, is in danger of not spotting problems or opportunities.
Short URL & title:
1 in 5 customer complain to companies through social media — http://www.torbenrick.eu/t/r/xvt
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