Increasingly, consumers don't search for products and services. Rather, services come to their attention via social media.
Sentiment: POSITIVE
One thing we seem to be missing is that just as we no longer search for the news, the news finds us today (e.g. this article found me) we will no longer search for products and services, rather we will look to our social graph to what products and services they like and don't like.
Social media for the majority of companies is not about helping customers or improving products.
With the growing reliance on social media, we no longer search for news, or the products and services we wish to buy. Instead they are being pushed to us by friends, acquaintances and business colleagues.
At a minimum the majority of search dollars will flow to a social media model because people care most about what their peers think and the technology is there for that information to be quickly shared on products and services.
Social media is here to stay, and the social phenomenon that is bringing this about is consumers' willingness to share more about themselves, share more about what they're doing... people are even willing to disclose where they're at. And this phenomenon is going to create huge commerce opportunities on the web.
Social media is not about the exploitation of technology but service to community.
By providing memorable social media customer service, companies not only create deeper connections with consumers, but they glean valuable insights on how to improve their products or services.
Personally, I'd love to see more social media firms develop business models that aren't reliant on advertising. If you're a social media firm selling ads, your goal is to get people to interrupt what they're doing all day long so they come and stare at your service as much as possible.
As a function of the easy access to information provided by the Internet, and the ease with which it can be shared thanks to social media, consumers are now better informed as to the behavior of brands and the multiple global crises we face.
While consumer social like Facebook and Twitter gets the headlines, perhaps the greatest untapped potential for social networking lies in business applications.
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