We’ve all heard companies must engage their customers online. We’ve probably said it ourselves.
But is conversation the most important thing in social media?
What’s the value of conversation?
Few will question the value of conversation. It extends customer service and makes PR more personal. But does conversation improve the bottom line?
Case studies suggest social companies do better than their non-social competitors.
If we’ve proven conversational companies are more profitable, is it because conversation made them more visible?
There are more reliable ways to reach the masses.
You could advertise on Facebook for $0.25 per thousand views, and you wouldn’t be subject to that notoriously unreliable viral phenomenon.
Did companies who got social first simply get media (and its associated benefits) because they were first? Can late-adopters get the same benefits? Will we always have to do something novel to get noticed? Do social prospects buy more because we talked to them?
Or was it because they already liked our brand more anyway, and that’s why they talked to us?