Pivot released a revealing research – Social Consumers and Social Marketers: The Perception Gap Report [February 2012] documenting the increasing gap between marketer and customers.
In collaboration with Barnickel Design, this Infographic visualizes the extent of the perception gap between social consumers and social businesses.
76% of marketers feel they know what their customers want yet only 34% have asked customers.
83% of consumers seek deals, but only 53% of businesses think that’s what customers really want.
45% of marketers feel that rewards programs are important to customers and 70% of social consumers thought otherwise.
59% and 58% of social customers wish to engage businesses for buying insights and customers service respectively; on the contrary only 37% of marketers believe that these services are in demand by their customers.
There’s agreement between customers and marketers on product feedback.
55% of consumers and 53% of marketers would like to collaborate on improving products and experiences.
By Brian Solis
Download the Report – Social Consumers and Social Marketers: The Perception Gap [PDF]