For years, traditional surveys have ruled the world of customer feedback. However, the Internet, mobile phones, and social media have created entirely new forums in which customers are talking about your company, your competitors, your products, and your industry. Research tells us that only 4% of unhappy customers will provide feedback on a survey while 34% of buyers will post a product review on a blog. With approximately ½ billion people using social media, there is a wealth of solid customer feedback to be found.
This webcast explores the top five emerging best practices of capturing and leveraging customer feedback contained in social media and how to use that data to identify and rescue at-risk customers, drive product innovation, improve the customer experience, and gain deeper customer insights than ever before.
