Companies around the world are facing an ‘authenticity gap’ as they fail to meet customer expectations in key areas that drive authenticity, such as value and customer care. Trouble is, companies are considered the least credible when they’re talking about those particular areas.
Among the almost three-quarters of respondents with a customer community, customer listening and research emerges as a far bigger goal than sales.
Marketers are continuing to prioritize the customer experience, focusing on making it more valuable, relevant, and easy to understand.
This infographic by Meltwater illustrates the many duties and roles of a social media manager.
In a reversal from past research consumers are more likely to share good experiences than bad ones.
Nearly seven in 10 US internet users surveyed by social media analytics and monitoring service Sprout Social in April 2017 were annoyed when brands used slang on social media.
A recent study from Sprout Social shows that brands need to strike a very delicate balance with their social media promotions or risk losing their followers.
More than 170 senior marketing leaders were asked to identify the top 5 (of 16 listed) attributes and elements of the customer experience.
Value, customer service, product quality and trust are among the core drivers of US consumers’ satisfaction with companies.
Customer satisfaction and retention ranks as the most important driver for launching a branded online community, among both companies that already have launched a community and those that are considering doing so.