Social media &
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Social Media Reality Check (brands vs people)
Filed under: Brands, Corporate Social Media, Surveys and stats
A picture is worth a thousand words. The graph below is from the recent IBM CRM study: From social media to Social CRM (What customers want). It’s pretty clear that there’s some disconnect between why people follow brands and what businesses think why consumers follow them.
Companies have some misperceptions regarding why consumers interact with them via social sites. (Click to zoom)
My project management teacher used to remind me that reality doesn’t care what we think about it.
Posted on: March 25, 2011
At the very least, this diagram outlines the disconnect almost all dealers have failed to repair in auto retail processes for 120 years.
As your research clearly indicates, the Consumer is using Internet Social Media as a tool belt for working closer to the actual “handshake”.