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Posts Tagged ‘social consumer’

51% Of Customers Want To Talk About Brands On Social Media Without Them Listening [INFOGRAPHIC]

Is there too much Big Brother in social media?

Yes, according to respondents from a recent survey, which asked consumers how they feel about social listening from brands on platforms such as Twitter and Facebook. More than half (51 percent) said that they wanted to be able to talk about companies using these tools without them paying attention, and 43 percent think doing so is a direct invasion of their privacy.

However, 42 percent of brands have stated that social listening is a top priority for 2013.

So what’s a company to do?

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16 Percent Of Customer Support Enquiries Now Come Via Social Media [INFOGRAPHIC]

Did you know that 56 percent of customers who use social media to interact with an organisation say that they feel a stronger connection with that brand?

Moreover, 50 percent are more likely to buy products or services from a company that they can contact via social media. But firms shouldn’t give up on traditional support methods just yet, as just one in six (16 percent) of customers use Facebook, Twitter and the other major social networks to interact with businesses.

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What Social Consumers Want From Brands (And What They Actually Get From Marketers) [INFOGRAPHIC]

Did you know that while more than three-quarters (76 percent) of marketers feel that they know what their consumers want, only about one-third (34 percent) have actually asked?

This divide, coined as the perception gap by industry analyst Brian Solis, naturally presents a problem for brands looking to maximize user engagement and conversion rates on platforms such as Twitter and Facebook. For optimum results, marketers need to put their egos to one side and reach out directly to their audience – or suffer the consequences.

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