Transcribed

Turn Feedback into Valuable Business Data

What types of message are retailers receiving on Facebook & Twitter? f 6699 23% 77% 49% 51% Action required Public response or intemal feedback No action required General chatter No action required General chatter Action required Public response or intemal feedback 62% Customer service issues Customer service issues 46% 32% Company comments (for the attention of media/PR) Product feedback 6% 5% Company comments (for the attention of media/PR) Product feedback Source: Conversocial customers' facebook pages and twitter accounts, Jan 2012

Turn Feedback into Valuable Business Data

shared by kcatoto on Mar 27

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People set up their company’s Facebook Page and Twitter account, pulled together a social media team to start generating engagement, and now they've got a decent audience involved in conversations a... bout their brand. Great, but where’s the real value? It seems most companies understand that they need to take advantage of social feedback; however, many aren’t doing anything about it. In fact, 85% of marketers think that customer insight is the best potential advantage of using social media, but only 6% of businesses are actually using social media to collect customer feedback, according to a late 2010 survey.

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