The insight brief highlights social media’s significant role in influencing shoppers, from discovering new products to making purchase decisions. It emphasizes the importance of brands leveraging social media for engagement, creating compelling content, and building strong relationships to enhance visibility, influence decisions, and guide the consumer journey from interest to purchase.
Good customer service, transparency, and audience engagement are key drivers of how customers rate a brand’s social media activity
Just under half (47%) of digital customers agree that a strong customer service offering is the top driver of brand perception on social media.