The study is being led by a team of SNCR Research Fellows working in conjunction with TWI Surveys, Inc. The Fellows will investigate how brand reputation and brand loyalty are affected by the quality of customer care at a time when customers can share their customer service experiences via social media and new communications platforms. This study will examine the links between customer satisfaction, brand reputation and consumer loyalty.
The study will offer recommendations on best practices for maximizing the knowledge gained and relationships between the customer and the care professional, including how to break down silos within the organization to work most effectively in this new world of communications; how to avoid a customer care fiasco and ultimately how to improve the customer care and the brand experience overall. The final results will be highlighted in the Society’s Journal of New Communications Research and published in a full report later this year.
SNCR Research Fellows, who have developed this study. The team includes Dr. Nora Ganim Barnes, John Cass, Susan Getgood, Paul Gillin, Francois Gossieaux and Brian Solis.
To thank you for your participation, you will receive a copy of the executive summary of the study’s findings and a special discount to attend the Society’s annual conference, New Communications Forum, where the findings will be shared in a special presentation.