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Three quarters (75%) of UK consumers expect retail brands and businesses to be using social media to improve their level of service, while 39% admit they will shun a brand if their social engagement is poor.   The study commissioned by retail technology specialists, HSO, found that 85% of consumers would anticipate a reply if they had posted a negative comment about a business while 74% would also expect a reply if they posted a positive comment. However, just 7% stated they would be confident of receiving a response from a retail brand when publishing a negative comment about a competitor.

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