U.S. consumer usage of Social Media to make shopping decisions

Posted on Friday, September 14th, 2012

Click the image to view the full infographic

The latest results of our Consumer Insights Panel survey of more than 6,500 U.S. consumers show that mobile and social are becoming increasingly important for brand’s customer experience strategies, with retail and restaurant consumers using these channels more often to help make decisions – even while in-store.

Survey results revealed that the use of mobile technology has become commonplace during shopping and dining experiences. At least half of consumers with smartphones have looked for reviews about a retailer during a visit – as well as 10 percent of consumers who don’t even own a smartphone.

Consumers are also relying on social media as an important tool in decision-making. Nearly three-quarters of consumers use Facebook to make retail or restaurant decisions, while half of consumers have tried a new brand due to a social media recommendation.

As a retail or restaurant brand, how are you addressing the increasingly mobile and social media oriented American consumer? Are you engaging them today in conversations?  Soliciting their feedback on their smart phones?  Asking them to become your brand ambassadors on social media channels? If you have answered no or a partial yes to any of the above, it’s time to contact us.  Find out how a Social CEM program can help your brand in this modern age of mobile and social communications.

This entry was posted in Featured Resource How Do I Build Loyalty, Advocacy & Acquire More Customers and assigned these Tags: CEM, consumer insights, consumer insights panel, customer feedback, employee engagement, Food Services, incentives, Retail, sweepstakes. Bookmark the permalink