A new survey predictably shows that people think the opinions they share with or about brands on social media are super-important:
Brand-connected consumers do appear confident that their voices are seen and valued. Roughly 8 in 10 believe that brands see their posts on social network pages and review sites, and a similar proportion believe brands value the information they provide in those locations.
That makes sense. Everyone thinks their opinion is so relevant and that the brand they’re talking to or about should really pay attention to them if the company wants to succeed. That may or may not be true (it largely isn’t, but don’t tell them that) but when coupled with the fact that people do change their buying behavior based on their impression of how a social media interaction ended (or maybe didn’t start) it can have very real implications for brand managers.