This provocative headline was in the latest edition of destinationCRM is a repeat of the latest Gartner data that suggests that up to 15% of all social media customer reviews are and will be fake. We have written about this before here, but wanted to revisit it now as the validity argument keeps cropping up [...]
Technology Research giant Gartner, now predict that by 2014, 15% of reviews contained in social media will be fake! “So can your consumers trust reviews – Don’t bet on it.” So bad is the issue that Gartner also predicts that at least two Fortune 500 companies will be sued by the Federal Trade Commission because of [...]
Controversial but provocative article in Mashable, with the above heading that is worth a read to ensure that we all don’t lose sense of what social can and CANNOT do. We have argued before in these pages how it is not a great feedback tool, now it seems others feel its contribution to other aspects [...]
A majority of B2B companies are not paying enough attention to their customers’ social media activities and managing them for effective business outcomes….shocker! The study is from Satmetrix and shows again what a dumb idea – using social media for feedback really is. Not only is it subjective, not representative and TOO LATE to take [...]
New data from American Express and their ‘Global Customer Service Barometer’ have confirmed the damaging consequences off NOT tackling customer feedback at point of experience and allowing venting of customer opinion to social media sites. “In a world of social sites that allow consumers to post photos, videos and opinions about companies and brands, disparaging [...]
An interesting article appeared in Conde nests Portfolio magazine recently do suggest how a business react to a poor review in social media. The article is here, but here are the main conclusions: Social Media response needs to be done superbly - If your social responses are inferior to—or not integrated with—those in your other channels, [...]
The headline above above is from an Emarketer article from November 10th and lays out the facts in the assessment of business response to customer complaints picked up by social media. The genie is out of the bottle. On the one hand, social media is the proclaimed (self proclaimed?) answer to the marketers prayers – but [...]
