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In this MarketingSherpa blog post, we analyze an infographic discussing customer service in the digital age. Learn how only 7% of marketers felt their brand experience was affected by social networks, and why that may or may not be the case....
... MarketingSherpa: What were some of the key findings?
Thom Robbins: Company websites were second (25%) behind word of mouth (28%) in weighing most heavily on impacting brand affinity. In-store experiences factored [at] 18%. Perhaps most surprising was the discovery that only 7% of respondents felt their brand experience was affected by social networks such as Facebook or Twitter, but I think this may be misleading. People may be influenced by social media a lot more than they think they are, through both direct and indirect interactions.
MS: Did any results come as a surprise?
TR: Other than the small role social media seemed to have, which I think merely shows us it’s a channel still on the rise, I was most surprised to see that 69% of those surveyed said they were willing to give up personal data in exchange for more customized service....
This interview provides A snapshot of marketing and social media trends.
We value data, and here people are saying that they are willing to forego their privacy concerns if it means a more customized and positive customer experience.