By looking at social media as a way to listen to consumers, respond to their needs and create ongoing dialogue—instead of as another way to advertise to them—CPG companies can reinvigorate their marketing and create new bonds with consumers,” said Debra Aho Williamson, eMarketer senior analyst
A big opportunity with social media is the focus on relationships that move towards better customer experiences. Social media can be used to pay attention to your consumers and engage them in helping you make their experiences with your products better. Companies that figure out how to do this well open doors to greater success. Those that do not embrace the consumer relationship will have challenges competing in a more connected world.
One of the reasons I’m a fan of social media is that it brings people and companies closer together. Shouldn’t every company want a better relationship with their customers?