big-ideas-banner
 
 

Making Online Customers Happy: The customer is always right . . . right?

Consumers who want customer ratings and reviews
44%

Consumers who use online customer service today, compared to 37% in 2009
50%

Consumers who expect access to online customer service on a company’s Website
57%

Twitter users who expect a personal response within two hours of asking a question or posting a complaint
53%

Facebook users who expect a same-day response
52%

Consumers who want the ability to share via social networks
21%

Consumers who expect a direct response to their questions when connecting with brands via social media
43%

Customer interactions have evolved dramatically over the past decade. According to the old saying, unhappy customers will tell 10 people about their bad experience; now, in the era of social media, they can tell thousands. To better understand the new dynamics of consumer interactions, Oracle Retail commissioned a survey to look at how consumers prefer to connect with customer service and sales. The survey, Consumer Views of Live Help Online 2012: A Global Perspective, showed that customers worldwide are much more comfortable with both shopping and asking for assistance online. Companies today must have Websites that cater to customers’ needs and a system for responding to customer feedback via social media. Those that don’t keep an eye on the online customer experience risk losing business, and possibly their reputation.  

Read more about the findings in the full report: bit.ly/GUhwgn

 
 
    E-mail this page E-mail this page    Printer View Printer View