The Socialisation of Customer Experiences

A study by IT Reseller Magazine - Is looking at how UK consumers want organisations to engage with them through social networking sites and communities? What do they want to achieve through those interactions? And what should your involvement look like?

This study by RightNow is your expert guide for customer interactions on the social web. A rich source of insight into what consumers do and don’t want on the social web when engaging with brands, it will help you understand the drivers behind consumer behaviour on the social web and provide practical advice about when and how you should engage an individual or groups through this channel.

Essential reading for anyone concerned with delivering a multi-channel customer experience, the study’s findings will help you harness the power of the social web to boost customer satisfaction, deliver tangible business benefits and uphold brand values.

Still not convinced? Here’s one of the study’s ‘Fast Facts’: Negative Social Web Comments Stop Sales
Thirty-nine per cent of Britons have decided not to buy from a brand after reading a negative post on the social web, of that 39%;
- 49% were prospective customers of the brand
- 40% were occasional shoppers of the brand
- 9% were regular customers of the brand

Start your journey in creating a social web communication strategy for your organisation.

Click here to download the report