According to a recent study, 60% of people expect brands to interact with them and respond to their comments through social media channels such as Facebook, Twitter or Instagram. Additionally, 60% of the participants said that they have posted comments or replies regarding their opinions and experiences on brand’s social media outlets. Hence, 46% of the people said that they respect brands that frequently answer their customers through social media. Interestingly enough, 67% of the participants were fine with sharing personal information or details with relevant brands so that they could help improve that brand.
This study was conducted on 2,400 peple from different parts of the world. Hence, we can safely assume that social media marketing has become crucial to any brand nowadays. A significant number of people expect brands to monitor and constantly update and reply customers on social media channels, this only proves how the customer has become more active and engaged in a brand than ever before.
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