- The company-customer relationship has changed in many ways thanks to social media. One of the biggest is how the two interact. Brands are no longer remote, faceless entities and socal media is the first stop for consumers to engage.
- Customers now look to brands to interact with them on social media platforms, not simply to have a presence and advertise their products. Be it for information or a friendly interaction, consumers want to see the more human side of brands.
- Brand authenticity is a major selling point and can be why a customer chooses your company over another. Showing the personality of your brand, while interacting and engaging with users on social media is a great way to do this.
Source : https://sproutsocial.com/insights/social-media-consumer-behavior/