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Social media represents a new frontier in customer engagement. Not only can companies participate in conversations, a dizzying array of tools now help them listen to conversations as well. This isn’t news though. Everyone understands the importance of social media in business right? We all know that customers are demanding that businesses use social media to listen to ideas, engage them in conversations, and also solve their problems when in need. As I’ve often said, the best listeners often make the most engaging conversationalists.
Not so fast.
Perhaps what we think we know and what customers may actually want in social media represent an unforeseen gap that requires further consideration. According to a joint study published today by NetBase and J.D. Power and Associates, a double standard may exist in social media customer service where consumers say that listening is intrusive except when it’s not.
Cue the screeching brakes…
Social media listening is largely recognized as the new standard in community management. Listening after all is how companies can learn how to better serve and engage customers. And, doing so can improve sentiment and also foster stronger relationships, build communities, and encourage loyalty and advocacy.
Yet, your customers may not welcome your good intentions.
This creates an interesting dilemma as improving listening is a top goal for businesses this year. My colleagues at Altimeter Group found as part of its upcoming Social Business Strategies Survey that 42% of companies indicated that “listening/learning from customers” is a top three priority for 2013.