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Friday, 4th March 2011, 16:42:46
Social media can help build customer trust, Institute says
Businesses looking to market over the internet should turn to social media as customer trust and loyalty can be won through the internet.
That is according to Jo Causon, chief executive of the Institute of Customer Service, who said that a brand's reputation can improve if there is a good interaction with customers through social media.
Her comments come after Verdict Research revealed earlier this week that John Lewis has been voted the UK's favourite retailer for the fourth consecutive year.
Customers gave it double the score of any rival, apart from sister company Waitrose.
Ms Causon added that for high-performing businesses, customer service "is very much part of their DNA".
She added: "This is increasingly important as the balance of power shifts to the consumer, enabled by technology, particularly by social media.
"Research shows that 78 per cent of consumers say they trust peer recommendations on social media – only 18 per cent trust advertising."
Posted by Kevin Jenson
Build and host your dynamic websites and applications with Hostway
Categories: | Online Marketing / Search |
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