More than 75 percent of social media users expect retailers to maintain a social media presence, and 42 percent prefer to shop with retailers that engage with them via social media, according to the latest Retail Perceptions report from Interactions.
The report found that 66 percent of users visited a store as a result of a retailer's social media post. In addition, 58 percent of users have been introduced to new retailers through social media. After those introductions, more than half of those users then visited three or more new retailers.
Social media users are loyal. Sixty-five percent follow their favorite retailers on social media, 43 percent have shared a retailer's post, and 88 percent want retailers to connect with them directly through social media. Consumers have also proven to respond well when retailers use social media to improve the customer service experience.
"Even with the popularity of social media today, many retailers still wonder if connecting with shoppers on social media can translate into income," said Lance Eliot, VP of information technology with Interactions. "It may surprise these retailers to know that social media not only influences purchase behaviors. Social media can teach retailers ways to engage, attract and retain customers."
-See this Interactions report
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