MARKETING NEWS HEADLINES: November 2011 November 10, 2011
Companies ignore dissatisfied customers on social media A recent survey by MarketTools found that a sizeable number of marketers do not answer complaints on Facebook or Twitter. Twenty-nine percent of marketers said that they seldom or never respond to negative comments or questions on Twitter while seventeen percent reported the same for Facebook. The survey also found at least 25% of companies do not know whether their customers actually comment or complain about their products or services on social media. Other research in September by Maritz Research and evolve24, both US-based marketing research firms, found that 86% of Twitter users would like to hear back from companies that they communicate with but only 29% of companies responded to online complaints. The study also found that the older the user, the more they expect to hear back from the company. A large number of users (63%) stated that they would ‘hate or not like it' if the company contacted them about something other than their complaint. Highly positive feedback was received from consumers for those companies (29%) that responded to complaints via Twitter, with 75% of users reporting to be satisfied with their responses. |
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