In a recent market study, I came across an interesting phenomenon related to customer behaviour and social media. It was observed that customers were more vocal on social media. Extreme statements were made by customers on twitter, facebook etc. However, during interviews, the responses were more controlled and mild.
One possbile explanation of this behaviour is that customers are always connected to social media. Hence, they post (or vent out) their feelings soon after their experience. Over time, the strong feelings associated with an experience subside and later customer interviews seldom elicit strong reactions.
Its important to take note of this behaviour. The feedback on social media is rich in customer feelings and hence an important source of consumer feedback to a company's products and services.
