A new survey released from Cone, Inc. suggests that 93% of consumers expect companies to be involved in social media. From the blog post here:
* Companies should use social networks to solve my problems (43%)
* Companies should solicit feedback on their products and services (41%)
* Companies should develop new ways for consumers to interact with their brand (37%)
* Companies should market to consumers (25%)
What to make of this?
Consumers like feeling involved with brands they buy (not all brands, but as a generalization). They like having the inside scoop and feeling like the company cares about their input. Customers feel like they can influence a brand when they are connected through social networks. When you put out a tweet on Twitter about how frustrated you are with Comcast and ComcastCares writes you back within a few minutes and lets you know that a service rep is en route to your home, it is comforting.
Social media isn't for every company, but those who can should take full advantage of it.
