Via ARS Technica
By Jacqui Cheng | Published: September 29, 2008 – 11:55AM CT
Most Americans feel that companies should have a presence on social media sites, and many feel that they should actively interact with customers through those sites. Those are just some of the findings of the 2008 Cone Business in Social Media Study, which said that 93 percent of Americans expect to see companies online where the users are—on social networking and other media sites.
The strategy and communications firm surveyed 1,092 adults in the US over the age of 18 earlier this month and found that not only do a large majority want to see companies on social media sites, 85 percent feel that those companies should use them to interact with customers. 56 percent of the group reported feeling a “stronger connection” with the companies that do participate in social media sites, and those consumers also feel better served.
Additionally, 43 percent of the group said that companies should actually use social networks as a medium to try and solve customer problems, with another 41 percent saying that companies should solicit feedback on products and services. Only a quarter of those surveyed said that companies should use social media in order to market to consumers, though. If these people think like some of us at Ars do, then they’re probably thinking that offering an exceptional customer service experience through social media is just as good (or better) at bringing in and keeping customers as marketing.
