How Shoppers React to Bad Social Media Comments

What happens when consumers complain on social media?

According to eMarketer:

“Data from social media analytics and monitoring service Sprout Social revealed that many US internet users believe social media has given them more of a voice to expose unfair treatment from brands and be more critical of them in general. The study, which surveyed 1,003 US internet users ages 18 to 64 in July 2017, found that eight in 10 respondents said social media helped to uncover instances of brands treating people unfairly. And seven in 10 said that it helped encourage transparency.”

For the most part, dishonesty and bad customer service led many internet users to complain about brands on social media. But those weren’t the only reasons. Troubles with a bad product, brands being too political and a lack of responsiveness also triggered some respondents to air frustrations about companies on social media.”

 

Click on the chart below to read more about how online consumers react to social media complaints.


 

This entry was posted in Online Retailing, Part 3: Targeting Customers and Gathering Information, Social Media and Retailing and tagged , , , , . Bookmark the permalink.

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