When it comes to customer relationship management (CRM), digital channels present something of a double-edged sword. They facilitate communication between consumers and businesses, but also provide disgruntled customers with the means to quickly and widely broadcast their discontent with a product or service.
via On the Web, Customer Service Stories Move Fast – eMarketer.
44% of Americans say they share or like online content that others have posted on social media and other online sites, according to survey results from Ipsos. While that’s right about the global average of 45%, certain segments of the population show a heightened tendency to share content. For example, within the US, women are about 56% more likely than men to say they share or like what others have posted (53% vs. 34%), while 18-34-year-olds are roughly 30% more likely than the average respondent to do so.
Millennials (18-34) are getting somewhat comfortable with the idea of personal data sharing, at least when it comes with tangible benefits, according to survey results from the USC Annenberg Center for the Digital Future and Bovitz Inc. 51% of Millennials responding to the survey agreed that they’re ok with sharing information with companies as long as they get something in return, compared to 40% of those aged 35 and older. That value-exchange is key: separately, 70% of Millennials (and 77% of the 35+ group) said that no-one should ever be allowed to have access to their personal data or web behavior.
via Millennials More Comfortable Than Their Elders Sharing Personal Data Online.
Facebook still leads overall
Facebook continues to hold a substantial lead in worldwide social sign-ins, according to Q1 2013 data from user management platform provider Janrain, but Google is successfully gaining a greater share of these important consumer touchpoints.
Social login allows users to sign in to sites using their social network ID and avoid creating yet another username and password. Marketers can then gather customer insights on the user from their social profile, as well as potentially post the user’s site activity to a network. Of course, marketers must be extremely careful about how they frame and implement social login, as privacy concerns are a leading reason users shy away from the service.
Business-to-business B2B companies are constantly searching for new client prospects that can benefit from their services. As a result, lead generation has proven one of the most critical and challenging B2B pursuits. BtoB Magazine surveyed US B2B marketers and found that in 2013, generating more leads remained their top challenge, cited by 60% of respondents. That was followed by the related challenge of successfully reaching their target audience.
via Lead Generation Poses Biggest Challenge for B2Bs – eMarketer.
ClickFox-Brand-Loyalty-Apr2013Better make that first impression a good one. 56% of consumers believe that the first purchase or beginning of service is the deciding moment in establishing brand loyalty, according to results from the second brand loyalty survey conducted by ClickFox. In last year’s survey, when asked the most critical time for a company to gain their loyalty, 48% of the consumers surveyed said it’s when they make their first purchase or begin service, while just 1% said it’s when they’re considering switching to a competitor.
via Consumers Say – Again – That First Impressions Matter for Loyalty.
As in many other countries, social networking is one of the top digital activities in metro China, reaching 72% of web users, according to an October online survey of 1,000 residents by consultancy KPMG. Interestingly, streaming music was as popular as social networking, and downloading music followed closely behind, suggesting that music listening overall sees the most interest from internet users.
via Web Users in Metro China Have a Vast Digital Content Appetite – eMarketer.
Experian-Share-of-US-Online-Time-by-Category-2012-v-2011-Apr201327% of Americans’ time spent online last year was spent accessing social networking sites and forums, says Experian Marketing Services in newly-released data. That’s the equivalent of 16 minutes of every hour spent online, ahead of time spent with entertainment 9 minutes; 15% share and shopping ~5 minutes; 9% share. But it isn’t all rosy news for social networking: that 27% share of time spent in the US is actually down from 30% in 2011. Social media’s share of online time also declined in the UK and Australia, by 3% each to 22% and 24%, respectively.
via SocNets in the USA: 27% of Online Time; 15% of Mobile Browsing Time.
ZenDesk-sharing-customer-service-stories-Apr2013Good – and bad – customer service interactions affect brand loyalty, according to [pdf] results from a survey of more than 1,000 individuals who have had experiences with the customer service of a mid-sized company. The survey, conducted by Dimensional Research and sponsored by ZenDesk, found that 62% of B2B and 42% of B2C customers purchased more after a good experience, while 66% and 52% respectively stopped making purchases after a bad experience. Companies beware: respondents reported being more likely to share bad than good experiences.
via Bad Customer Service Interactions More Likely to be Shared Than Good Ones.
30% of teens name Twitter as their most important social network, close behind the 33% who tab Facebook, per results [pdf] from Piper Jaffray’s 25th Semi-Annual teen research project, which surveyed more than 5,000 teens. The trends favor Twitter, though: compared to the last survey, conducted in the Fall of 2012, the proportion of teens naming Facebook as their most important has dropped 9% points, while those naming Twitter have grown by 3% points. Instagram is also gaining, up 5% points to 17% indicating it as their most important social network.
via Twitter Now Rivals Facebook as Teens’ Most Important Social Network.