Social Media Wake-Up Call

I came across this post on ReadWriteWeb that discusses how a recent study published by Opinion Research Corporation for Cone shows us that contrary to popular belief that social media is simply a fad, 85% of Americans who use social media believe that companies should have a presence in the social media environment. Also, the findings show that users want companies to interact with them via social media.

Here’s some interesting data provided by the study:

This desire for business-to-consumer interaction goes beyond simply offering customer service via Twitter. Although 43% would like to see companies offering customer service through social media, 41% would like companies to solicit feedback and 37% would like companies to provide new ways to interact with the brand via social media. These numbers could not be more clear: these consumers are practically begging for businesses to get involved in social media.

Is your company going above and beyond expectations by using social media? What are some networks, other than Twitter, that your company has used to improve customer service?

Why New Media Marketing Might be the Answer

Traditional marketing methods are decreasing as more and more consumers are turning to customer reviews, forums, blogs, and discussion boards to reach out to peers for help and advice on new products and services. I came across this post this morning from The Copywriter’s Crucible which points out that Customer Service is the new Marketing. Do I believe this statement…sure I do.

Consumers do not want to be pitched sales messages, instead they want insightful advice and a place where they can easily access the information they need. While we can not altogether forget about traditional marketing methods like sponsorships, advertisements, events, and PR, we must begin to turn to new media to allow consumers to place trust in the advice of their peers.

Matt Ambrose mentions, “Be useful and people will reward you with their loyalty.” Create a site where consumers can share their passions, navigate to find answers, and interact with others and you will begin to see that your marketing dollars are being well spent. Web 2.0 technology has become increasingly popular and is only expected to grow, make sure your company doesn’t get left behind