I expect that if I tweet something to a brand, someone will respond. It doesn’t have to be within two minutes—I am overjoyed when it is—but I do expect a response.
Today, everything is done online, frequently through social media. I honestly don’t remember the last time I called a hotline or an 1-800 number and sat on hold for 10 minutes. Instead, I can Google a company or agency and find out everything I need within 90 seconds. The way people access information has changed; social media plays a big role.
I expect that brands will have an updated page where I can find the latest information. If I “like” a brand’s page, “follow” them, repin their pictures, or give them +1′s, it’s because a company is branding itself in a positive light.
If the well-represented brand has a product, I will buy it and tell people about it. If it does not have a product or service to buy, I will still talk positively about the brand. I dislike a social media presence that is careless and not updated. Social media is essential for brands and requires a designated staffer to keep the brand’s presence current. That person must be witty and precise, have excellent writing skills, and be convincing without resorting to the hard sell.