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Metamend Search Marketing recently introduced a Reputation Management service headed by industry veteran David Howell. After working in the search industry for as long as we have, the enormity and scope of Reputation Management issues faced by businesses and individuals has long been apparent. A study released yesterday shows the importance of understanding and controlling your online reputation.
72% of social media users will research a company’s customer service reputation before doing business with that company. According to a consumer survey conducted by the Society for New Communications Research, “… affluent consumers are using social media channels to share their personal customer service experiences and learn about others’ care experiences when making purchase decisions.”
The survey, which was sponsored by professional speech and imaging service provider Nuance Communications, found that:
- 59.1% of respondents use social media to “vent” about a customer care experience
- 72.2% of respondents research companies’ customer care online prior to purchasing products and services at least sometimes
- 84% of respondents consider the quality of customer care at least sometimes in their decision to do business with a company
- 74% choose companies/brands based on others’ customer care experiences shared online
