Consumers want more social media interaction with companies

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Consumers want companies to be more engaged with social media, particularly in the realms of customer support and service. Companies are being seen to fail when it comes to using the likes of Facebook and Twitter as a communication channel.

And yet, according to the survey (.pdf), consumers want to engage with companies via their social spaces:-

– Over 70% of consumers want access to company experts and support via social media channels and trust company information provided to them via social networks

– 57% of customers feel company outreach via social media would improve their loyalty to that company

– Most customers feel that companies should be monitoring social media for customer feedback

– 50% of respondents use social media at least once a day

According to the report, “Businesses must understand that social media is no longer just a marketing initiative for generating leads. Businesses are now focusing on how social media, combined with customer service and other revenue-generating initiatives, can help make the relationship between a company and its customers more effective for both.”

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ABOUT THE AUTHOR

Kristina Knight is a freelance writer with more than 15 years of experience writing on varied topics. Kristina’s focus for the past 10 years has been the small business, online marketing, and banking sectors, however, she keeps things interesting by writing about her experiences as an adoptive mom, parenting, and education issues. Kristina’s work has appeared with BizReport.com, NBC News, Soaps.com, DisasterNewsNetwork, and many more publications.