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The explosion of online customer feedback is transforming how businesses will use social intelligence to deliver a quality customer experience. Using information analyzed from 2012, newBrandAnalytics, a leading provider of social intelligence, has its finger on the pulse of the key trends that will unfold in 2013:
Good-bye surveys: In 2012, organizations witnessed a 25% increase in online customer reviews. With a consistent, reliable and free source of feedback coming from the web, social intelligence has rendered solicited surveys pointless, and businesses will start to eliminate spend on solicited surveys in 2013. “Many of the more progressive brands have already decided to eliminate surveys and instead focus on social feedback as their primary source for customer experience information,” commented Kristin Muhlner, CEO newBrandAnalytics.