The best way that I can think to describe how social media has changed in the last decade is by way of Facebook. 10 years ago, Facebook was exclusively for college students. But now, everyone and their mother, and even some grandparents, have a Facebook account. People use social media to keep in touch with their friends and family, keep up with current events, and even do a sort of crowdsourcing when they’re looking to purchase something.
But how are we using social media as consumers? Half are voicing their complaints and concerns about a brand, over half are complimenting brands, 65% are learning about products and services, and a majority (70%) are listening to others’ experiences. That illustrates the concept of the social consumer — they use social media to research and discuss the products and services that they’re using.
When I see that information, as a marketer, it reinforces the idea that I need to make sure my brand is active on the same social media that my customers are on. I can then hear the same stories, reviews and conversations that they are, and either market my product based on their likes, or spend my time fixing any issues that are brought up.
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