Two years ago social media was the future. Now social media has no future - it’s the present, the destination of choice for online users all over the globe and (according to research by Nielsen Media), accounts for the majority of time we spend online. Social media has no future - this is just our online life.
But what we've witnessed is much more than just a shift in media – it’s a cultural shift enabled by technology but moreover driven by our innate desire to build human relationships.
Connecting and communicating are needs woven into our very genetic code. And the fact that we now do this online has ushered in a new era in which companies have to change the way they interact with their customers.
Consumers today are feeding back, sharing, connecting and asking questions through multiple platforms and as a result they’ve come to expect a response from the businesses with which they interact.
But incredibly businesses still fail to adapt - and then scratch their collective heads as sales drop off the proverbial cliff face. Those businesses that took up the social baton two years ago are now beginning to reap the benefits of spending time and emotion on nurturing customer relationships. Those that didn't are playing catch up - or worse, closing down.
So what does all this mean... We'll look at that in our next post.