Retailers are looking to advance and tighten up store operations through the diversification of marketing channels. One avenue through which this is being accomplished is social media.

However, according to a recent infographic from Zendesk, consumers don't feel like they are receiving the level of customer care and support from retailers on social networks that they desire. In fact, 62 percent of survey respondents said they want companies to be more social.

"Brand reputation and promotions still tops the list of how brands are using social media. The good news is once companies begin to engage in this arena, the more they find the importance in engaging in social channels," the infographic demonstrates, according to Econsultancy.

The survey found that social networks and blogs are the most popular online destinations, followed distantly by online games and email. The top online network, with 34 percent of the vote, is Facebook followed distantly by Twitter, which garnered only 4 percent.

Consumers are interacting with companies on social networks for specific reasons. Retailers may want to consider improving their customer service policies as well as the discounts and exclusives they offer online.

This entry was posted by Retail Pro on Friday, February 10th, 2012 at 1:33 am .