Online Reviews

e-Strategy Trends’ continually updated collection of trends and statistics about online reviews for marketing, public relations, advertising and strategic communications professionals.

Social Media Customer Service Channel Expectations [CHART]

via In a Q4 2011 survey of worldwide online consumers, Oracle found that online users valued having a number of pathways to customer service support, including through social media, click-to-call services and instant messaging. Given Facebook’s dominance of the social media landscape, it should surprise no one that 46% of those polled anticipated that…

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Influential Purchase Factors [CHART]

via Competitive pricing and promotions hold the most sway over shoppers, and pricing is becoming an ever-more significant factor, according to a pair of studies released in June 2012. Results from a RIS News and Cognizant survey [download page] indicate that price is the most significant factor affecting both online and in-store purchase decisions…

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