In my last blog, I’ve talked about the fact that we are now in the age of the consumer. Today I want to further this discussion by talking about some stats put out recently by emarketer. Specifically, I want to talk about some research conducted by ROI Research and how the majority of consumers are using social media to provide feedback (and connect) with brands.
In this research, ROI Research found that people using social media to discuss products and services on social sites were:
• Price shopping (59%)
• Talking about offers (56%) <–as a marketer…this really excites me!
• Providing feedback (53%)
• Giving advice (50%)
• Telling others where to purchase items online (49%)
• Expressing disappointment about a product or service (47%) <–I have done this many times!
• Tell folks where to purchase items offline (47%)
• Talking to customer service (36%)—WOW!
Another great bit of information about how consumers engage with brands comes from a study from a MarketTools survey. In this survey, they found that although US travelers may be embracing social networks to express feedback more frequently than in the past, social media as a feedback or customer service channel is still in its infancy.
This study is near and dear to my heart considering I blasted Southwest Airlines for bad customer service through all forms of social media for them to completely ignore me. Oh well, they do offer cheap flights as long as you aren’t traveling across the country.
What are you doing to engage your customers through social media?