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Customer Care & Brand Reputation In The Age Of Social Media

The Society for New Communications Research announced a new study today, "Exploring the Link Between Customer Care & Brand Reputation in the Age of Social Media". The study explores 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. The study is funded by Nuance Communications.

I am working on the study in my role as a Founding Fellow with the Society. We are conducting a survey, and looking participants for the online survey, plus we are putting together several case studies.

Here's the link to the survey if you would encourage readers of your company blog to take part: