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Feature Article
(Source:
DestinationCRM
)
Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Recent Harris Interactive research on online consumer behavior finds people increasingly utilizing social media to share experiences—good and bad—when it comes to their interactions with companies.
Twelve percent of respondents in the study, which was commissioned by customer experience management vendor Tealeaf, shared experiences via blogs and social networking sites in 2009, twice as many as a year earlier. Furthermore, 26 percent of those surveyed posted a complaint on the company’s Web site, down from 32 percent in 2008.
Read the entire
DestinationCRM
article.
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