Increasingly, many consumers are using social media channels like Facebook and Twitter to discuss companies, products and experiences with their friends and peers. Monitoring what people say about your company, your service and your products is an excellent way to find out what you’re doing right or wrong.
Consumers are also using these sites to research buying decisions. If you are being discussed, it’s probably a good idea if you are part of the discussion. A recent survey by ROI Research asked social network users the reasons they use social media to discuss products and services. The table below shows some of the results:
The study points out that when consumer voice complaints using social media channels, they tend to be in the areas of household products, telecommunications and healthcare. Sports-related brands, magazines and newspapers and alcoholic beverages tend to receive relatively low levels of complaints.
Would you refuse to discuss your products and services with a customer who came into your store? If the answer is “yes”, then social media is probably not for you. However, if you refuse to talk to your customers when they are trying to tell you what they like and dislike, then you may find it very challenging to be successful. However, if you are interested in understanding how your and your products or services are perceived by the people who pay your bills, then social media can be a valuable tool and a way to connect with your customers.
No matter the industry, your customers are using social media and the web to research and discuss you. If you want to be part of the discussion, you have to enter the conversation.
What have been your experiences with social media and your business?