People around the world say that customer experience is a competitive differentiator for brands. But do good or bad experiences reverberate beyond the customers themselves? As it stands, most people will tell someone about a very good or very bad experience.
In a reversal from past research consumers are more likely to share good experiences than bad ones.
This infographic from Websitebuilder.org illustrates the facts and importance of online consumer reviews and ratings to a wide variety of businesses.
Some 19% of American adults visit a company’s Facebook page each day from a computer, and a similar proportion (17%) do so every day from their mobile phone.
Some 46.5% of respondents said they read or update Facebook daily from a computer, with 29.3% doing so daily from a mobile phone.
Travel metasearch sites are influencing the marketplace for digital travel shopping and booking,
More than half of the 15,000 TripBarometer participants said they’d written a review for an accommodation after staying there.
The number of reviews on TripAdvisor surpassed 100 million in March 2013, bolstered by a 50% increase year over year.
According to TripAdvisor’s annual air travel study, 37% of travelers considered their tablet an “essential” in-flight accessory—a 5% increase from the 2012 survey.
46% of first-page organic search results for worldwide upscale hotel brand keywords belonged to brands themselves, as opposed to OTA sites or TripAdvisor links.