20 Jan '12, 11am

What Do Consumers Expect When They Engage With Your Business on #SocialMedia?

What consumers want when they engage with your brand on social media is often very different than what you think they want, according to a new study by The CMO Council and Lithium. The study, “Variance in the Social Brand Experience ,” polled more than 1,300 consumers and more than 100 marketers and found that, by and large, businesses aren’t giving consumers what they want. More than half (55 percent) of consumers say they interact with brands on social networks primarily to learn about new products. But the biggest group (65 percent) do so to enter promotions or contests or to play games. About one-third use social media to share positive experiences with a company, and 25 percent use social to connect with other fans of a brand. Consumers have high expectations when they interact with businesses on social media. They expect to get answers to questions or complaints with...

Full article: http://www.networksolutions.com/smallbusiness/2012/01/wha...

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