Tag Archives: Social Media

E-Business Satisfaction Falls to Lowest Score in Decade

The 2013 ForeSee ACSI E-Business Update

Today, ForeSee released its commentary on the 2013 American Customer Satisfaction Index (ACSI) E-Business Report that measures customer satisfaction with the News and Information websites, Social Media websites and Search Engines and Portals. Read the full, free commentary here. E-business is how consumers connect with the world online. We get our news online. We connect with friends and network online. We share our thoughts and listen to what others have to say online. And if we’re searching for something specific, we just “Google” it. Through the years, the e-business sector as a whole has provided one of the more satisfying … Read More

Posted by Larry Freed | Tagged , , , | Leave a comment

Mind Social Media – Don’t Mine It

Customer Feedback Don't Listen to Squeaky Wheels

Every once in a while we hear about how mining social media is the best new way to gain feedback. This Marketing Daily article with a sensational (not in a good way) headline, “Goodbye To Surveys For Companies That Mine Social,” by Karl Greenberg is a good example. In the article, social media research firm newBrandAnalytics says “surveys are defunct…companies get a 25% increase in online customer reviews on their social sites.” While there may be a bump in customer reviews due to social media, that doesn’t mean it’s time to throw everything else out the window. It’s time to … Read More

Posted by Larry Freed | Tagged , , , | 3 Comments

Let Them Eat Newsfeed

Let Them Eat NewsFeed

So the world is having a meltdown… Or so it would seem if you live in Silicon Valley, like I do, and have been gawping at stock prices going down faster than a fat kid running from Tony Perkis at Camp Hope (bonus points if you’re a Heavyweights fan). Zynga is down 40%. Facebook even more so, and continues to plummet. The companies that made us the cool kids on the playground – heroes kicking butt and taking names later while the rest of the country was riding the recession merry-go-round – are FAILING. It’s BAD. It’s not quite dot-com-bubble-bursting … Read More

Posted by Krystel Harvey | Tagged , , , | 6 Comments

Falling Flat on Its Face(book)

2012 ForeSee ACSI E Business Report

The annual ACSI e-business results are out today, and there are a few story lines we’d like to explore in a series of blog posts. The main one that the media is of course picking up on is Facebook’s continued plummet. In today’s report (available for free download on our website), consumers rate Facebook a 61 on the ACSI’s 100-point scale. Just how bad is a 61? The ACSI rates more than 230 companies every year, and only four have a score of 61 or lower (two electric utilities and two cable companies). 98% of companies measured by the ACSI … Read More

Posted by Larry Freed | Tagged , , , | 3 Comments

True Social Value

In the fall of 2004 when I was a senior at Marquette University in Milwaukee, Wisconsin I joined The Facebook (that’s what it was called then) and uploaded my first ever profile picture. Upside down. “Might want to try rotating that picture, dumba**,” wrote my younger brother on my Wall. He was a sophomore at the University of Wisconsin at the time and had been on Facebook for a good six months before people from my school were allowed to have profiles. Because back in the day, you had to have a .edu email address to join The Facebook. Fast-forward … Read More

Posted by Marianne Klinker | Tagged , , | Leave a comment