How Well Do Companies Respond to Customer Complaints? – eMarketer


How Well Do Companies Respond to Customer Complaints? – eMarketer.

Many marketers still ignoring dissatisfied customers on social media

FBLI
Share

Marketers are well aware that social media is a double-edged sword when it comes to word-of-mouth. Not only does it give rave reviews and glowing recommendations a chance to be seen by millions, but it also does the same for negative feedback. How to best deal with negative buzz online is a perennial question.

Some companies are confident that their customers use sites like Facebook and Twitter to complain about them, according to a September 2011 survey by feedback management software providerMarketTools. But nearly half of companies surveyed think their customers don’t comment or complain about their products and services online, and almost a quarter did not know whether their customers did so or not.

Companies Whose Customers Use Social Media to Comment or Complain About Their Products/Services According to US Executives, Sep 2011 (% of total)

While it’s possible that some business-to-business companies really don’t have to worry much about customers turning to Twitter to vent their frustration, for consumer-facing firms, the probability seems high, raising the question as to whether executives are aware enough of online complaints.

MarketTools also found that while a sizeable number of marketers respond to customer complaints on Facebook or Twitter at least some of the time, many leave questions and negative feedback completely unanswered. On Twitter, 29% said they responded to such feedback seldom or never, while 17% said the same of Facebook.

Frequency with Which Their Company Uses Facebook or Twitter to Respond to Customers

Consumers may not be happy with this frequency of response. Research tends to show that social media users want businesses to answer them, and that an interaction with a company representative online can defuse negative feedback sometimes simply by offering attention.

About these ads

Hugues Rey. 20 années de passion et d'expérience dans le monde des agences médias et digitales. Hugues started his career in 1992 at Mindshare, where he morphed from a TV buyer into Head of Research. He moved to Initiative (Media agency) in 1998 where, after 2 years of leads in the R&D Department, he set up the digital planning and buying unit: FastBridge. His next move, in 2007, was internal in the IPG Group: Head of Digital Europe – Middle East – Africa. He finally joined Havas Media in 2010 as CEO. Hugues was from 1999 to 2011 Chairman of the Internet Comite of the CIM (Centre d’Information sur les Medias). He is now Charirman of the TV Comite. He is also founding father, Past-President & member of the board of the IAB Belgian Chapter. As from november 2012, Hugues is also president of the United Media Agencies (UMA). Hugues gives frequent lecture at  Belgian universities & schools. In 2012, he started a full week of lecture about Digital Communication in Saigon City (Vietnam). Moreover, International conferences speeches is one of his hobbies.

Tagged with: , , ,
Posted in Marketing/Advertising x Facts/Figures, Social Media, Social Network
2 comments on “How Well Do Companies Respond to Customer Complaints? – eMarketer
  1. [...] How Well Do Companies Respond to Customer Complaints? – eMarketer (huguesrey.wordpress.com) [...]

  2. [...] How Well Do Companies Respond to Customer Complaints? [...]

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Enter your email address to follow this blog and receive notifications of new posts by email.

Join 2,658 other followers

AMMA AWARDS 2013
Gala & Party - ImagibraineApril 24th, 2014
4 days to go.
Categories
IAB Atelier Advanced – Online Video
4.45 pm: What’s the future of video? – Hugues Rey (Havas Media)May 6th, 2014
16 days to go.
Iamabridge Community
  • An error has occurred; the feed is probably down. Try again later.
  • Nielsen TV: Every Day Counts in Radio December 30, 2013
  • Inflation in Ireland: Higher Food Prices Could Mean Fewer Indulgences December 30, 2013
  • Selling Online, Promoting Offline in Italy December 26, 2013
  • Handicapping the Impact of Christmas Music on December Radio December 24, 2013
  • Then and Now: A Look at How Australia’s Connected Consumers Have Changed December 23, 2013
  • An error has occurred; the feed is probably down. Try again later.
  • Article: Consumers Favor Small Businesses Because of Their Customer Focus April 21, 2014
    US consumers favor small businesses over larger companies due to the personalized experiences the former provides. On the other hand, prices have little influence on consumers’ decisions to go with small companies, with the majority actually willing to pay higher prices to support small businesses.
  • Article: Digital Grocery Shoppers in the UK Less Likely to Act on Impulse April 21, 2014
    There’s still a preference among grocery shoppers in the UK to shop in-store. However, digital grocery sales are rising rapidly, and when UK shoppers do shun the store, they tend to make fewer impulse purchases.
  • Article: Photos Cluttering Your Facebook Feed? Here’s Why April 21, 2014
    Photos are the top content posted by brand Facebook pages, grabbing the majority of shares. Because of this, they see far more action than posts that include other content types.
  • Article: What Is the Future of Proximity Marketing? April 18, 2014
    Proximity marketing isn’t new, but according to a new eMarketer report, the field is still new enough to make it extremely difficult to forecast. The only thing that everyone agrees on is that retailer uptake of new platforms will be limited to small-scale tests in 2014. Beyond that, opinions are split, with some expecting proximity platforms to transform co […]
  • Article: CMO One-to-One: Taco Bell’s Secret Sauce Might Just Be Mobile Marketing April 18, 2014
    Chris Brandt, CMO at Taco Bell, is calling the quick-service restaurant’s new breakfast items “innovation with a twist on the familiar.” That’s his plan in marketing too, by using Instagram and soon rolling out a mobile ordering app.
About myself


"I am a bridge" is my personal blog project where I share some news around my professional environement.

Keywords are mash-up, ethic, mobile, technology, cross-over, social network, advertising, marketing, POE, …

Follow

Get every new post delivered to your Inbox.

Join 2,658 other followers

%d bloggers like this: