by Jennifer McClure
The Society for New Communications Research is very pleased to announce the completion and availability of the research report, “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media.” The new report features case studies and interviews with social media leaders and innovators from Dell, Comcast, The Consumerist, Ripoff Report, and consumers.
The report also features detailed findings from a survey of more than 300 consumers focused on how their brand perceptions and purchasing behavior is increasingly influenced by their use of online tools and social media to read, research, and share their customer care experiences.
The study was led by a team of five SNCR Research Fellows: Dr. Nora Ganim Barnes, Ph.D., Paul Gillin, John Cass, Susan Getgood, and Francois Gossieaux.
The report, which was sponsored by Nuance Communications, is available as a free .pdf download through the Society’s e-store. Hard copies are also available for purchase (free to SNCR members).