‘Ghosting’ Customers Online Costs Retailers a Staggering $2.4 … – PR Newswire
SOCi’s report on local visibility shows that retailers’ silent snubbing undermines brand equity, discoverability, and revenue growth
SAN DIEGO, May 18, 2023 /PRNewswire/ — SOCi Inc., the leading comarketing cloud for multi-location enterprises, today unveiled data from its 2023 Local Visibility Index (LVI) detailing how retailers are “ghosting” more than half of all customers online when they give feedback, ask questions or leave reviews. This striking finding results in a $2.4 billion annual loss for the U.S. retail industry.
In its audit of 588 retailers across 39 industry categories, spanning 106,000 total locations, SOCi discovered that the average brand ignores 54% of online feedback, reviews, and questions across platforms such as Google, Facebook, Instagram, and Yelp. In fact, 92% of customer questions posted on retailer Google profiles, for example – including queries like “Are you open late on Christmas Eve?” and “Do you sell golf equipment?” – go unanswered.
“Retailer…
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source: https://news.oneseocompany.com/2023/05/18/ghosting-customers-online-costs-retailers-a-staggering-24-pr-newswire_2023051844957.html
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