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29 Prime: Consumers Expect Brands to Respond on Social Media

By Diana MacHiavelli


Interaction is key withing any brand that is on a social media website. A recently released study was conducted on 2,400 men and women, eighteen years and older. They were split between the US, UK, Brazil, and China. The results were astounding. Almost sixty percent of people in the world confessed to expecting brands to respond to social media comments regarding service.

Nearly three fourths of Chinese participants stated they have posted comments regarding a service experiment with a brand. Participants in Brazil were close behind China with sixty-eight percent. The U.S and the U.K had lower numbers at forty-eight percent and forty-five percent who said that they posted comments to social media platforms.

What is interesting is that these social media responses ultimately seem to affect how they perceive that brand and whether or not they make a purchase. Forty-six percent of the global population stated that they respect the brands that respond promptly and actually contribute to discussions, especially those about the service their customers have received. It is very important to address complaints immediately. It's also a good idea to personalize your responses using the person's name.

This specific study also discovered an interesting finding about customers who share information among one another. Sixty-seven percent of consumers noted that in order to improve service, they would be willing to share a plethora of information. As a business, you need to work to meet the needs of the customer. There is a ton of potential within social media and social networking. Give the customers what they want. If you listen and are observing your social media sites, you will quickly notice that they will be quite honest with you.

There is a very valuable study for any type of business that uses social media. The more you interact and participate, the better your business. So remember, be on top of your social media or hire someone.




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