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An April 28, 2008 article at www.emarketer.com discussed some recent research into how consumers are using social media to spread the word about their customer care experience. In a survey, more than 70% of US Internet users said they used social media at least sometimes when considering a purchase. More than 75% of the respondents said they chose companies and brands based on customer care information that had been shared online. The survey was commissioned by Nuance Communications and conducted by the Society for New Communications Research.
Although many of the survey’s respondents used social media, they didn’t always use social networks to find the information. Instead, they used search engines, blogs, ratings websites, and discussion forums and rated these as more useful than social networks to find the desired information.
In fact, search engines and online rating systems were used most often to find customer care information by respondents. They said they use customer reviews at the end of the search process to narrow their list of choices.
Jeffry Grau, Senior Analyst at eMarketer said there is a strong consumer demand for the opinions of others, which can help merchants that use online reviews.
This study just confirms the increasing importance of online reviews and the need for businesses to be proactive in collecting online recommendations from customers. Your potential customers are looking online for evidence of your business reputation — do your best to ensure that this information is out there for them in a form that’s easy to find and easy to work with.
Don’t leave your online reputation to chance and the whims of a few reviewers. Let us help you gather credible recommendations from your happy customers to boost your reputation and your business online! Call IX Brand SEO Services Company at 281-343-3284 for help!