Brands' Best Social Strategy May Be 'Don't Speak Until Spoken To'

Today “social” brands must maintain a delicate balance between customer service and digital privacy: the public wants brands to respond to us when we make direct complaints via social media, but we don’t want them “listening in” while we talk about them on the same networks. Confused? These are the results of a new survey released by social intelligence company NetBase.

The survey, conducted by the J.D. Power Panel, found that, while 51% of consumers want to talk about companies without being listened to, 58% want companies to respond to their complaints on social media.

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