ROI

Why Businesses Need To Listen To Customers On Social Media

The age old questions surrounding Social Media continue to be heard in boardrooms frequented by grey suits who have been repeating “but what’s the ROI?” on practically every strategy for the last 50 years and although you can attempt to explain this through measuring engagement, click rate, page impressions, online influence and analytical software with social media, there are still people running businesses who think that Facebook is for kids and say things like “I don’t get Twitter, I would never use it and no intention of using it”

Possibly the hardest lesson for many to learn is that the brand is no longer the marketer, but the customer is. Even if you manage to tackle this wall of negativity, you often quickly run into the “What if people say negative things about us?” These are just a few examples of everyday 20th century thinking and how it has no place in the modern world if you want to run a successful business.

Prepare for a wake-up call, no matter how much you bury your head in the sand, there are hundreds, maybe even thousands of conversations taking place online right now about your brand. You have a simple choice of either embracing this as an opportunity to understand your customers or carry on ignoring what is happening.

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