It’s no secret that blogs and social networks have become the preferred
sounding board for consumers fed up with poor customer service. Now, a
study from Society for New Communications Research has attempted to
quantify the impact on brands.
Sponsored by Nuance Care Solutions, a Burlington, MA-based provider
of voice-recognition solutions, the online study found that 72 percent
of respondents used social media to research a company’s reputation for
customer care before making a purchase, and 74 percent choose to do
business with companies based on the customer care experiences shared
by others online.