Social web's customer loyalty impact turns viral

It's not often we get to see Australian based research on cutting edge topics such as social media so my  eyeballs started to itch when I read this one.

This is a fantastic article based on research done in Australia. Commissioned by Rightnow (www.rightnow.com.au), the article discusses from an Australian perspective how poor customer experiences can negatively impact an organisation's bottom line and reputation. The survey  investigated how Australian consumers want organisations to engage with them through web sites such as Twitter, YouTube and Facebook

You will need to register with the site hosting the article, its free and a worthwhile read:

http://www.thewisemarketer.com/news/read.asp?lc=z63631ex3008zf 


Enjoy