Consumers Spread Service Experiences Via Social Sites
According to a new study from the Society for New Communications Research, 72% of consumers use social media resources to research a company's reputation before making a purchase decision. Seventy-four percent of consumers report basing their decisions to do business with a company on their social media research. The study also found that 59% of those surveyed say they use social media as a place to vent their customer service frustrations.