This just in: Facebook gets an “F” in customer satisfaction. Yes, in a survey released this month, the American Customer Satisfaction Index reports that Facebook has scored a surprisingly low 64 points out of a possible 100. “This puts Facebook in the bottom 5 per cent of all measured private-sector companies, and in the same range as airlines and cable companies, two perennially low-scoring industries with terrible customer satisfaction,” reports the ACSI. The site has even lower satisfaction than IRS e-filers. Ouch.
How can this be? How can the most visited site on the Internet also be among the most despised?
The rumor is out. Ever since Digg CEO Kevin Rose slipped the juicy gossip about Google Me, speculations and predictions about Google’s latest foray into social networking have run wild on the Web. Will this alleged social platform be an innovative standout like Gmail was? Or will it just be an amalgamation of Google’s previous social letdowns – Profiles, Buzz and Wave?
So many questions… But this much is clear: if there’s a company with the resources and talent to develop a real Facebook-killer, it’s Google. And given that social has proved to be the hardest nut for Google to crack, we have a few suggestions for those genius Google developers to consider if they are, in fact, building the next “super social platform”…
The June special issue of Fast Company featured “The 100 Most Creative People in Business”. The section about JP Morgan Chase Foundation’s President, Kimberly Davis, caught my attention instantly because her story helps illustrate some of our own findings here at Media Logic about brand engagement, and similar transparency versus authenticity obstacles that we have encountered with our financial clients and observed in our recent research whitepaper.
Here at Media Logic, we’ve been busy working out social media for older adults…
In our recent work with Healthways SilverSneakers Fitness Program, we’ve discovered that older adults are readily embracing social media – to share health, fitness and life goals –by increasing engagement among a mature audience by twenty-fold in just a few months.
Moms online are a growing force and dominant presence… Take a look at the surprising facts behind the most influential buying group in America.
As brand communities vie to build consumer support, social media proves to be a powerful force for rallying the troops.
