Happy Customers Likely to Recommend Brands Online
By Anna Johnson on November 11th, 2010Social media users are highly likely to share their customer experiences with others online, with 62 percent of happy customers likely to share information about a brand or company across their social network.
Among social media users who are happy with a brand or company, 61 percent tend to feel a stronger connection to that company, 60 percent feel better served by the company, and 59 percent are more likely to purchase or re-purchase the company’s products or services.
I can certainly relate to these findings, which are based on the 2010 Cone Consumer New Media Study – a survey of 1,050 adults in the U.S.
I recently Tweeted about Coles Online – the online delivery service offered by Coles Supermarkets here in Australia – and also Tweeted about a series of articles on self-made millionaires published by Forbes.
Of course, the opposite is also likely to be true: unhappy customers are also prone to Tweeting about negative experiences.
