Retail Systems Article: Social media "Key to Retail Success"

Three quarters of UK consumers expect retail brands and businesses to be using social media to improve their level of service, while 39 per cent admitted that they will shun a brand if their social engagement is poor.   This is according to a new study from HSO, which found that 85 per cent of consumers would anticipate a reply if they had posted a negative comment about a business online, while 74 per cent would also expect a reply if they posted a positive comment. However, just seven per cent of consumers stated that they would be confident in receiving a response to a negative comment.

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