|"The value of social media engagement to our clients has been increasing dramatically over the past six months. A year ago, most businesses were using Facebook exclusively as a channel to push out content to their fans. Today, the same businesses are now engaging ever user that makes a comment or post on their Facebook page."
Social Media Engagement Statistics Infographic 2012
About the Contributor: Osterholm Digital Marketing Group
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Word of Mouth
Social Media and Social Media Reviews
Why and How PR
Representatives in Companies Respond to Negative Social Media:
Social media platforms provide a way for customers to publicly
express their opinions. Companies usually respond quickly and in an appropriate
manner before losing control of the situation
Companies and Social
58% of companies currently use social media. 21% are
beginning to start using them. More and more customers are looking to the
internet to find products and as businesses start to grow it is important to
keep their online reputation healthy with regular monitoring and addressing
complaints with professionals and genuine concern.
Consumer Trust of
On average, a consumer mentions specific brands over 90
times a week while talking to friends, family, and co-workers. 97% of people
who decide to make a purchase after reading online reviews find them to be
accurate. 61% of customers use user
reviews of product information and research before making a purchase. 90% of
consumers trust people they know and 70% trust unknown users, while 27% trust
experts, 14% trust advertisements, and 8% trust celebrities
How Consumers Use
Social Media to Interact with Companies:
34% use social media to share what they think about a company.
23% share companies or products they like. 26% share their tales of
dissatisfaction. 29% of dissatisfied customers who shared their thoughts on
Twitter were contacted by the company. Most of them felt pleased and satisfied
after being contacted and being responded to
How to Keep a Good
Keep a good reputation by regularly monitoring social media,
not ignoring negative feedback, act as early as possible when encountering
negative responses, make a crisis plan, and personally engage in dialogue.