Read the article in Retail Systems. <<Read Article>>
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.