Social CRM and Brand Advocacy
Written by Daniel Mason on March 9, 2011
Brands are increasingly finding ways to effectively use social media to manage interactions with their consumers. Marketing Charts has put together a phenomenal article compiling data, primarily related to eCommerce, that highlights consumers reactions to brands reaching out following a negative comment. Social CRM, as I’ve written about before, is developing into one of the most powerful enterprise-level uses of social and digital media for building brand advocacy across a consumer base. See the full article below:
Social Media Creates Brand Advocates
from: www.marketingcharts.com
Retailers can use social media to turn consumers who have had a negative experience with their brand into brand advocates, according to [pdf] a new report from RightNow and Harris Interactive. Data from “The Retail Consumer Report” indicates 68% of US consumers who posted a complaint or negative review of a holiday shopping experience during the 2010 holiday season were contacted by the retailer. Read more.