Here’s a quick link to an article from E-Marketer about how retailers deal with negative word of mouth. Since 27% of social media users follow travel brands, I thought it would be useful information for those who wanted to purchase a full report.
(This topic will be dealt with, from a travel and tourism perspective, in depth at the E-Tourism Summit Orlando Workshop http://tinyurl.com/3y2yca3)
Consumers both praise and criticize retailers on social media sites such as Facebook, Twitter and blogs. It is the negative comments, though, that test retailers’ ability to manage customer relationships in a dynamic, always-on and fragmented environment. http://www.emarketer.com/Article.aspx?R=1007673