Small Businesses Show Improved Customer Management Through Use of Social Media - Page 2
The fall survey reviewed effectiveness of these channels for business marketing purposes, and found that Twitter (up 13%), Facebook (up 4%), and LinkedIn (up 8%), saw an increase in effectiveness from the Spring 2011 survey, with review sites reported as losing ground.
Businesses report that consumers want one to one feedback on questions and business interrogatives, and they require appropriate channels in which to find the answers they seek, as well as timely responses to their concerns. Staying visible on social networks where consumers congregate and discuss value of their encounter may be a crucial barrier to negative press, as well as for growth, since social networking sites are a cost-effective strategy and a way to solidify your message.
EWeek reports that, according to this survey, "roughly 60 percent of small businesses respond to all comments on social media platforms, whether those posts are positive or negative," and Schmulen adds, "It's a great example of how small businesses are taking advantage of their smaller scale to make a huge impact with these tools.