Social Networks Bomb In Customer Satisfaction - InformationWeek

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Social Networks Bomb In Customer Satisfaction
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David F. Carr
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David F. Carr,
User Rank: Author
7/22/2014 | 1:02:38 PM
Proof that the social network is not the website
The social network is really the connections between people; the online experience is just a tool for accessing it. If people like the social network they've formed on the website, they keep coming back even if their satisfaction with the website itself is not that high. This is why Facebook succeeds, despite itself sometimes, because it has gotten a few of the basics right. Google+ users might like the online experience more, but for many people the social network still hasn't materialized on the social networking site.
stotheco
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stotheco,
User Rank: Ninja
7/22/2014 | 1:48:42 PM
Re: Proof that the social network is not the website
True. It's more about the network rather than the site itself, which is why people come back even though they may be unhappy with certain parts of the website. Like the interface or the lack of privacy options, for instance. (Yes, Facebook, I am talikg about you!)
PedroGonzales
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PedroGonzales,
User Rank: Ninja
7/23/2014 | 3:55:12 PM
Re: Proof that the social network is not the website
@ David F. Carr . I tend to agree with you.  Since they use facebook to connect with people. People continue to use it whether it is easy to use.  But as people shift to other social media tools, they will have to improve their user satisfaction, otherwise, connecting to people may not be enough 
Michael Endler
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Michael Endler,
User Rank: Author
7/22/2014 | 4:34:54 PM
Pinterest doesn't have as many users
I might be wrong, but I suspect Pinterest fares better partly because it has a smaller, perhaps more self-selected, user base. More users means more opportunities for the service to alienate someone, and more users who sign up because everyone else has, and not because they're actually enthusiastic about the service. Pinterest has something like 70 million users, which is a lot—but it's only a fraction of what some of the companies in this comparison have.
EricT882
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EricT882,
User Rank: Apprentice
7/22/2014 | 4:46:11 PM
Flawed survey assumptions?
If the survey is mean to gather opinions from social network customers, they should have polled the advertisers. We users are just the inventory.
Thomas Claburn
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Thomas Claburn,
User Rank: Author
7/22/2014 | 7:48:47 PM
Re: Flawed survey assumptions?
>If the survey is mean to gather opinions from social network customers, they should have polled the advertisers. We users are just the inventory.

Nicely said.
JuliaG865
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JuliaG865,
User Rank: Apprentice
7/23/2014 | 10:56:54 AM
Where's Instagram?
I was interested in how Instagram ranked -- and other readers might be as well --so I checked ACSI's press release. Instagram ranked 73 along with YouTube, Reddit and Tumblr.
Charlie Babcock
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Charlie Babcock,
User Rank: Author
7/23/2014 | 8:12:15 PM
The inventory fights back
On social nets, "....we users are just the inventory." Yes, and likewise, we searchers are just the inventory at Google. In the long run, treating your customers as inventory will not pay dividends. It will be regarded as a kind of Internet dark ages where the new power of the network was used in robber barron-like fashion.


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