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Interessante Fakten zur Online-Nutzung

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Damir Tomicic

Posts: 2504
Nickname: damir
Registered: Apr, 2004

Damir Tomicic is Microsoft Regional Director for Germany and INETA Lead
Interessante Fakten zur Online-Nutzung Posted: Apr 28, 2008 11:20 AM
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Laut einer Studie "Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media" der Society for New Communications Research [1] werden folgende Ergebnisse in USA ermittelt:

"...
•    72.2% of respondents research companies’ customer care online prior to purchasing products and services at least sometimes
•    84% of respondents consider the quality of customer care at least sometimes in their decision to do business with a company
•    74% choose companies/brands based on others’ customer care experiences shared online
•    84% of respondents consider the quality of customer care in their decision to do business with a company at least sometimes
•    81% believe that blogs, online rating systems and discussion forums can give consumers a greater voice regarding customer care, but less than 33% believe that businesses take customers’ opinions seriously
•    Search engines are the most valuable online tools for this research, according to respondents. Those rated of no value include micro-blogging sites like Twitter or Pownce (39%), YouTube (27%) and social networking sites like Facebook and MySpace (22%)

..."

Welche Schlüsse ziehen wir daraus? Die Mehrheit der Nutzer kauft erst nach einer Online-Recherche der Erfahrungsberichte und Aussagen zum Kundenservice. Nicht überraschend, dennoch passt es irgendwie zum vorherigen Posting zum Nutzverhalten der "Generation Google".

Wenn die Online-Recherche allgemein heute schon so wichtig ist und gleichzeitig die junge Generation auf Facebook & Co. schwört, wie sieht der Trend für die nächsten 5-10 Jahre aus, bleibt Fachberatung nur noch ein Nischenservice? Wohl kaum. Die Menge an (unbrauchbaren) Informationen wird die Verlagerung der Fachberatung ins Internet provozieren.

Eine neue Geschäftsidee, wenn nicht bereits realisiert. Ein Paar Ansätze dazu kenne ich auch schon. :-)

[1] http://sncr.org/?p=110

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