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Study: Top Companies Using Web 2.0 to Improve Marketing, Customer Satisfaction

July 17, 2008 By Melissa Campanelli
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.

The report was underwritten by Awareness, Mzinga, and Small World Labs -- all companies that provide social networking and social media tools.

You can read the report for free until Aug. 29 at www.aberdeen.com/link/sponsor.asp?cid=5195


 

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COMMENTS

Most Recent Comments:
- Posted on July 17, 2008
i COULD NOT READ THE REPPRT FOR FREE. I WENT THROUGH THE SIGN UP AND ALL I COULD SEE WAS THE TABLE OF CONTENTS. I COULD NOT GET TO THE PAGES SHOWN IN THE TABLE OF CONTENTS. WHAT A WASTE.
- Posted on August 07, 2008
Hi Melissa,

I could not either. Would appreciate it if you could email me a pdf.

Best,

Peter
mcampanelli - Posted on July 17, 2008

Hello..actually, I was able to get the info. Would you like me to print out and mail to you??? Or perhaps I can try cutting and pasting? Let me know! Melissa Campanelli (mcampanelli@napco.com), 718-788-1772