 |
A recent study by the internet firm Auros has revealed that prominent UK retailers such as Debenhams and the low cost airline easyJet are not responding to customers through their social media channels.
In the study, 25 retailers were criticized for using their social media channels poorly and treating them more as marketing channels than customer interactive interfaces. The responsiveness of major brands to customers comments and queries was measured on blogs, Facebook, Twitter and YouTube by Auros and they were then awarded a score out of 100.
Responsiveness on YouTube and company blogs was especially low with none of the retailers responding to the comments posted on videos or in the comments section of their branded website blogs. The MD of Auros said that UK brands could reap greater rewards from social media if they engaged more with customers and were more confident about responding to comments and creating social media dialogues.
(Image - Facebook Icon, Open Icon Library, 2010 Wikimedia Creative Commons)
If you found this article interesting you may also want to take a look at our Digital PR jobs and Public Affairs jobs sections.
|
