Doug Stephens

Social Media Primarily Attracting Loyal Customers

February 9, 2010

FROM RETAILWIRE:
A new study confirms that consumers are increasingly connecting with their favorite online retailers through social media sites. But most of those "friending" or "following" online retailers are already loyal customers. Should social media tools be predominantly seen as a way to reinforce loyalty with existing customers?      [more...]

If you looked out the front doors of your store one day and there were 10,000 people in the parking lot holding up signs that said "we love you," would your first instinct be to determine who is a loyal and who isn't? Maybe it would be good enough to know there's 10,000 people in your parking lot.

As soon as we turn social media into a scientific exercise, we've then lost the point.