Today the consumer is more likely to air their grievances on social networking sites such as Facebook, Twitter and their Blogs before making an actual complaint to the retailer, but only the Web 2.0 savvy retailers are listening.
According to Brand Reputation, over 80% of surveyed consumers are more likely to look for online reviews than 12 months ago, but crucially they are five times more likely to tell friends and post negative feedback.
Brand Reputations CEO said, “When this trend occurs via the Web, these numbers quickly multiply and could spell disaster for retailers who don’t have strategies in place.”
It’s critical a retailer embraces Social Media, the Net-Generation consumer doesn’t read Which, they take peer review and negative feedback as their key litmus test. So while the Retailers website has become its shop front, Social Media will be become its marketing media, but unless managed and controlled it could prove fatal.
Filed under: Managed Security, social enterprise | Tagged: Application Security, facebook, social enterprise, social networking, Twitter, web 2.0
