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.
Enjoy
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