Vertical Response Marketing found an article by Forbes.com that suggested that consumers still have the notion that brands should not talk unless spoken to.
Avi Dan from Forbes.com says:
The majority of consumers, 64%, insist that they want companies to respond to social comments only when spoken to,” writes Dan. This is significant when viewed alongside the fact that, “51% of consumers simply do not want companies to eavesdrop on their conversations and 43% believe that monitoring is an intrusion on their privacy.
Those are some very interesting statistics that are coming in from customers. So what is a brand to do with this information?
Avi Dan writes:
Explain why you are listening. Make clear that your primary reason for doing so is to provide the best possible product or service to customers.
Get to know your customers!