In social media – personal interaction leads to the best results

More and more companies are choosing to communi9cate with their costumers via social mediums such Twitter and Facebook and now research has shown that having a personal voice leads to the highest satisfaction for the costumers.

Being personal is better than impersonal

Picture by stevegarfield - Flickr

Companies have been struggling to find out which would lead the best results for both the company and the costumer when interacting through social media. A new study from the University of Missouri has found that being personal with your costumers is the way to go.

The perception of the relationship between costumer and company seem to be best whne they feel like they are truly interacting with a human, in other words when using more personal language, than if they feel that they have gotten an automated response. This also means that social media pages, for companies at least, should focus more on the personal and less on their image as an organization.

Doing as the research suggests makes it more likely that the recipients, in other words the costumers, will develop feelings of trust, commitment and satisfaction. The study was presented at the International Public Research Conference this March and the researcher, Hyojung Park , won the top student paper award for it.

Reflections

Working in support, as I do, has shown me, with no conclusive evidence, that it also seems to be working when it comes to interactions outside of social medias. I tend to be very personal when it comes to my costumers and I generally get a ‘good grade’ by them whilst other people at my work-place are more stiff and thus receive ‘lower grades’ in comparison.

There is surely some research on this as well and if you find something please let me know in the comment section.