A new study by Cone (view press release here) provides a glimpse into how social media marketing is perceived by consumers. The results bode well for those of us who've spent the last several years trying to convince brand marketers, agencies and C-level execs on the potential of social media focused initiatives.
The report revealed nearly "60 percent of Americans interact with companies on a social media Web site, and one in four interact more than once per week." When asked about specific types of interactions, Americans believe:
- Companies should use social networks to solve my problems (43%)
- Companies should solicit feedback on their products and services (41%)
- Companies should develop new ways for consumers to interact with their brand (37%)
- Companies should market to consumers (25%)
The Cone study went on to explain the effectiveness social media marketing programs seem to have in connecting marketers with hard to reach groups like online males and the highly sought after (18-24) youth market. Additional insight is provided on what consumers feel the role of companies should be within online communities.
It is worth noting the drop from nearly 50% to 25% when the question is "solve problems/solicit feedback" vs. "marketing to." This is important. It means marketers have to understand this is a different medium with a different set of "engagement rules." It's not a static banner ad or a passive tv spot, it's interactive. In these environments it's critical that marketers approach online communities with transparency and a commitment to building relationships beyond the sale. Otherwise you risk alienating a good portion of your potential audience from the start.
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