Study: Top Companies Using Web 2.0 to Improve Marketing, Customer Satisfaction
In order to meet the expectations of their online clients, top companies are using Web 2.0 technologies to allow for increased interaction with customers, according to a recently published study, "Customer 2.0: The Business Implications of Social Media," conducted by Aberdeen Group, a Harte-Hanks Company.
The study revealed that top companies are more than 17 times more likely to improve customer satisfaction than less successful companies -- 89 percent versus 5 percent respectively -- through the use of social media.
It also showed that best-in-class companies have established organizational processes to use consumer-generated insights in product-development initiatives and marketing campaigns.
Top performing companies currently use company-hosted blogs (57 percent), wikis (43 percent), and customer rating and feedback solutions (37 percent) to create an online social media experience that simultaneously provides customers with opportunities for collaboration and individuality.
You can read the report for free until Aug. 29 at www.aberdeen.com/link/sponsor.asp?cid=5195