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Consumers who have used social media for customer service are more engaged and vocal in speaking about their experiences than the general population, says American Express in May 2012 survey results, and the Allstate survey appears to back this finding up.

Further data from the survey reveals that social media users are more likely than the average respondent to have talked about a negative product or service experience in person with friends, family or acquaintances (87% vs. 81%), and also more likely to have posted a review or comment online (47% vs. 34%) and posted something on social media (31% vs. 22%). These findings are significant, considering the importance these users place on reviews and comments when making new purchase decisions. Read the rest at MarketingCharts.