One of the largest benefits of social media marketing is the increased exposure that comes from satisfying a customer. These consumers are more likely to recommend the businesses to their friends and followers on a social network, and they’re doing this more frequently than they have in the past.
According to Zuberance, half of those defined as “brand advocates” say they recommend brands to others because they enjoyed a quality experience with the company. Whether a business is in the products or services sector, encouraging satisfied customers to relay the positive experience will help improve visibility on the web.
Social media marketing has become the new word-of-mouth marketing with customers turning to Twitter, Facebook and other platforms to detail the experiences they’ve had. Maintaining a social presence will make it easier for a business to see these benefits as more people mention the company in Tweets or advise friends and contacts to keep track of the business on social.
Zuberance reported that 38 percent of respondents have recommended five to nine businesses through social networks. This was the most popular answer provided with 30 percent saying they’ve advocated for one to four companies. Some have gone even further with 32 percent recommending 10 or more companies.
Aside from this brand advocacy, 60 percent of companies say that social media marketing has helped their company improve customer service. Brafton reported 85 percent of those using social to help prospects or existing customers are active on Facebook or Twitter.