Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media

Case studies and interviews with social media leaders and innovators from Dell, Comcast, The Consumerist, Ripoff Report and consumers highlight this research study by the Society for New Communications Research. The report also features detailed findings from a survey of more than 300 consumers focused on how their brand perceptions and purchasing behavior is increasingly influenced by their use of online tools and social media to read, research, and share their customer care experiences. This study was made possible by a grant from Nuance Communications.