Why would companies and brands NOT want to engage in online conversations with their customers? Well, to be honest with you, I’m not really sure.
I can only really think of three reasons why companies would not want to engage in social media:
1) They have something to hide, or are scared of opening up channels to public scrutiny.
If you are listening, you’ll spot and solve the problem quickly before it bubbles up like lava – too hot to handle.
2) They believe their audience is not using that platform. Which could just be a gut feeling, for how could they know for sure?
This is changing as the younger generations grow older. My 87-year old grandmother is on Facebook! Generations use social media differently but all generations are engaged.
3) If it’s neither of the above, then maybe it’s because social media has not yet entered their lives.
Yes, it’s maybe new and difficult to grasp for some. You can’t understand what you don’t know. Be inquisitive. Facebook is not just for your teenage kids. Join in?
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