How social media Impacted on consumers
Impact of social media on Consumers
Social networking is already a commonplace in consumers' daily life. Due to social isolation and the rise of distant employment, consumers mostly used social media for communication, engagement, and transaction. We frequently discuss how social media may change both big and small businesses. But this chance results from the seismic shift in consumer behaviour that social media has brought us. The top four ways that social media are currently impacting consumer behaviour will be discussed in this article, along with what each means for your brand's social strategy.
Customers now make direct purchases on social media platforms.
For learning about brands, social media is almost as prevalent as radio or TV advertisements and word-of-mouth. In the future, one in three consumers said they would prefer to learn about brands in this manner. But, consumers are increasingly turning to social media to find brands and make purchases from them.
Why has social commerce become so well-liked?
One explanation is that it meets customers where they are. Checking Facebook, Twitter, or Instagram on a daily basis has become as commonplace for many people as brushing their teeth. Networks are currently experimenting with and formalising commerce features to provide users with ease and give companies new income streams.
Delivering the seamless shopping experience that customers demand in one place has never been easier for brands thanks to social commerce. You could make a shoppable Facebook advertisement for a new product line, for instance, if you run a retail business and a holiday is approaching. In a few clicks, you can convert a casual scroller into a new customer.
Reviews on social media have a significant impact on consumers.
Social media is a dynamic source of social proof, which is an important consideration when making purchases. In order to assess a product or service before making a purchase, more than half (51%) of consumers read reviews on forums or social media. A potential consumer can be turned away with just one or two negative reviews.
Even the most extravagant, high-budget television advertisement cannot provide authenticity, which social media does without charge. Customers use platforms like Twitter and review websites like Yelp to laud, defend, and decry various goods and services. The unvarnished opinions of peers who have used a product or interacted with a company are more likely to be trusted by customers.
Reviews are essential for audience expansion and reputation management from a brand standpoint. One-third of customers use online recommendations to find new accounts to follow. Positive and negative customer experiences are both equally likely to be shared by consumers on social media. Every review post, remark, and @mentioned is either a chance to consider how your company might improve or a positive recommendation worth sharing with a larger segment of your audience.
Making a quantitative statistic out of review data from many sources is challenging. With the aid of a social listening tool, you can quickly assess the tone of messages that reference your business and delve into both favourable and unfavourable comments.
Customers anticipate two-way communication with brands.
Social media has expanded the link between a business and its customers. An organisation known only through publications or Google searches; a brand is no longer a distant, faceless entity. You may assess a brand's values, current news and products, and relationship with its target market by looking at its network.
Social media enables customers to interact and engage with brands in a variety of ways, from like posts and following accounts to posting material about brands, expressing brand love, and asking questions about products.
Majority of customers anticipate meaningful interactions from brands with them on social media. Social media helps brands become more relatable and allows them to highlight their distinctive qualities and brand personas.
Social networking is used by customers for customer service
How would you expect to communicate with a company's customer care team before social media? You can reach them through phone, e-mail, visiting them in person and standing in line to speak with them, etc. The preferred method for customers to share feedback or contact customer service is now social media.
The playing field between consumers and brands has been levelled by social media. Brands can be discovered and interacted with by consumers much more quickly and easily. Companies can help people solve problems more quickly by paying close attention to what matters to their audience on a personal level.
Because of social media, customers have considerably higher expectations of the companies they patronise. Organizations of any size can meet the challenge if they have the necessary tools.