Social marketing has been on the rise. Most companies started reaching consumers through various social media platforms. The below infograpic provides insights on the perceptions gap of social marketers and customers.
According to data, while 76% of social marketers asserted that they know what customers want, only 34% marketers asked customers what they want. But when offering incentives for participation in social marketing, consumers and marker expressed varied views.
While 37% of social customers wanted customer service program, but 58% of social marketers say customer service has a vital role. However 75% of customers said rewards and programs help social marketing, only 45% of markets stated the same opinion.
Similarly, on the usage of products and services, 36.7% of marketers opined that customers use LinkedIn but only 13% of customers found to be using LinkedIn. 82.5% of social markers said customers use Twitters but in reality 35% of customers have Twitter accounts.