When consumers talk about your company, they’re sharing personal experience with friends and those they don’t know. That could have a positive or negative impact on your business. First of all, it’s important to understand what get consumers to share experiences.
NM Incite’s data shows that 61% of social media users share company experience to “give recognition for job well done”. You should realize that social media is not merely for marketers as its real power can hardly be utilized until it’s embraced by the company.
Among consumers, bloggers are more influential. Sharing expertise and experience is the number one reason many bloggers blog. They blog about brands that they love or hate, they post reviews, good or bad experience with your customer service staff, or gossip they hear.
Once the interaction takes place between your business and bloggers, there is a much higher chance, compared to non-blogger consumers, they are going to share it; as more consumers have been educated of the harm they could do to businesses on social media and the favor they could do to support their friends, the words can spread like a virus.
People talk; companies get talked about. That is not in companies’ control; but, creating positive and good experience and engaging consumers are.