Case studies and interviews with social media leaders and innovators from Dell, Comcast, The Consumerist, Ripoff Report, and consumers highlight this research study by the Society for New Communications Research. The report also features detailed findings from a survey of more than 300 consumers focused on how their brand perceptions and purchasing behavior is increasingly influenced by their use of online tools and social media to read, research, and share their customer care experiences.

This report was originally published by the Society for New Communications Research, which officially merged with The Conference Board in January 2016.