eMarketer made a nice bar graph that explains it all.
I’m not surprised that “deal” talk is high on the list, but I am surprised that “compare prices” landed so high. I shop online all the time, but I don’t usually go to Facebook to ask if anyone can beat the price of the laptop I want to buy. Apparently, others do, so if your pricing isn’t competitive, you might as well get out of the game.
The big takeaway here, is that nearly half of all respondents are talking about products and services on social media. They’re talking, but are you listening?
When was the last time you did a Twitter search for your company or product? When was the last time you read the comments on your own Facebook page? Consumers are offering you value information, free of charge. You don’t have to conduct a focus group to find out which flavor or color is the most popular, whether the new model is better than the old model or if your customer service team is helpful.
Read what people are saying and take it to heart. Sure, there will always be a few unreasonable complainers in the bunch, but generally, for every person who took the time to write out their thoughts, there are a hundred more who are thinking the same thing.
What are your social media followers talking about?