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.
Google and Facebook accounted for about 63% of US digital ad revenues in
2017. With the duopoly taking in almost two-thirds of US digital ad revenues, that leaves around a third of the market for every other firm to compete for.
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.
Several fast-growing social media services began offering themselves as platforms for advertisers this year.
Google commands 32.9% of mobile ad revenue in the US, or nearly $10.02 billion.
Facebook will increase its share from 5.82% in 2013 to 7.79% in 2014—by far the largest among the US-based companies included in our forecast.
Microsoft will grow its net worldwide ad revenues by more than 20% over 2013 to reach $3.56 billion.
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.