As you've all witnessed, 2010 has been the year that social networks and microblogging services have exploded on the scene (and not just the Silicon Valley scene) and become mainstream communication tools. This week, Twitter announced $200 million in new funding, boasted a $3.7 billion valuation and added two new board members to its already prestigious list of investors. So this year we decided to look a bit closer at some of the conversations being had on Twitter and do something a little different for our annual holiday season research project. We partnered with social media monitoring company Crimson Hexagon to analyze the sentiment around online shopping Twitter conversations. From this, the 2010 Online Shopping Social Media Buzz Report was born!
What did we find? Notably, we discovered that Twitter conversations about online shopping increased 256 percent on Black Friday and 202 percent on Cyber Monday, compared to a regular shopping day. Shoppers were not shy about sharing their victories and failures as they strove to beat the in-store crowds. While more than a third (38 percent) of online shoppers were delighted with their purchases, nearly a quarter (24 percent) complained their way through the process, as they wrestled with website errors and other classic customer struggles.
For a complete presentation on the Tealeaf Online Shopping Social Media Buzz Report and the methodology behind it, please click here.
Key findings:
What did we find? Notably, we discovered that Twitter conversations about online shopping increased 256 percent on Black Friday and 202 percent on Cyber Monday, compared to a regular shopping day. Shoppers were not shy about sharing their victories and failures as they strove to beat the in-store crowds. While more than a third (38 percent) of online shoppers were delighted with their purchases, nearly a quarter (24 percent) complained their way through the process, as they wrestled with website errors and other classic customer struggles.
For a complete presentation on the Tealeaf Online Shopping Social Media Buzz Report and the methodology behind it, please click here.
Key findings:
- Social Media buzz around online shopping skyrockets around Black Friday and Cyber Monday
- Twitter conversations paint a different picture of retailers' "success" this holiday season, with nearly a quarter of tweeters dissatisfied and/or completely unable to complete purchases
- Ratio of positive, negative and neutral conversations on Twitter remains nearly constant — meaning customer struggles happen even on a "light" shopping day
- Retailers are missing a bigger opportunity to capture sales and create lasting customer relationships
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