Are Businesses Invading Consumer Privacy By Listening to Social Media Conversations?

Social media represents a new frontier in customer engagement. Not only can companies participate in conversations, a dizzying array of tools now help them listen to conversations as well. This isn’t news though. Everyone understands the importance of social media in business right? We all know that customers are demanding that businesses use social media to listen to ideas, engage them in conversations, and also solve their problems when in need. As I’ve often said, the best listeners often make the most engaging conversationalists.

Not so fast.

Perhaps what we think we know and what customers may actually want in social media represent an unforeseen gap that requires further consideration. According to a joint study published today by NetBase and J.D. Power and Associates, a double standard may exist in social media customer service where consumers say that listening is intrusive except when it’s not.

Cue the screeching brakes…

WTF!?

Social media listening is largely recognized as the new standard in community management. Listening after all is how companies can learn how to better serve and engage customers. And, doing so can improve sentiment and also foster stronger relationships, build communities, and encourage loyalty and advocacy.

Yet, your customers may not welcome your good intentions.

This creates an interesting dilemma as improving listening is a top goal for businesses this year. My colleagues at Altimeter Group found as part of its upcoming Social Business Strategies Survey that 42% of companies indicated that “listening/learning from customers” is a top three priority for 2013.

But, if consumers don’t want companies to listen to them, what are they to do?

Let’s take a look at the interesting story that NetBase and J.D. Power and Associates visualized in this compelling infographic, “Is Social Listening Too Much Big Brother?

A catch-22 may greet many businesses in social media as consumers believe that listening can be intrusive except when they need something. But how are companies supposed to help customers if they’re not supposed to listen?

Did you know that 32% of consumers using social media have no idea that brands are listening? I find this fascinating as social media, is well, social. We live in public and for consumers to be unaware of listening makes me wonder if it’s us or them who are living on another planet.

This is where things get very interesting. Over half of consumers (51%) want to be able to talk about companies without them listening. Perhaps more alarming however is that 43% of consumers actually think listening to conversations intrudes on privacy.

Businesses appear to be caught in a web of “damned if they do and damned if they don’t.” At first blush, a double standard comes alive with 48% allowing companies to listen if the goal is to improve products and services. And 58% believe that businesses should only respond to complaints in social media.

As the infographic suggests, it may be time to sharpen your telepathy skills. Essentially businesses need to become mind readers because 42% of consumers also expect companies to respond to positive comments. And you’re going to love this, 64% of consumers want companies to only speak to them when spoken to. Huh?

Considering that 58% want you to engage in times of need, 42% wish to hear from you in good times, 64% only want you listening to be at their beck and call, and half of all consumers don’t want you listening at all, what’s a business to do?

Obviously social media, and specifically social listening, isn’t going away. But it does take tactfulness, genuine intentions and diplomacy to listen, learn, and engage (directly or indirectly) in ways that consumers feel recognized and important. It’s hard to imagine that anyone who says something negative or positive only to have it appreciated and considered by an organization will feel anything other than thankful.

To help CMOs and social strategists tread carefully while improving products, services and relationships, NetBase and J.D. Power and Associates offer the following four steps to follow:

1. Don’t just listen…understand. There’s a difference between listening and hearing.

2. Context is king here. Consider the context of each post before your respond, react, or assign engagement. This is where listening converts into intelligence.

3. Engage with good intentions. In social media, the end game is reciprocity.

4. Actions speak louder than words. Demonstrate how your participation in social media is dedicated to helping and building relationships. Do so relentlessly.

For additional insights into consumer impressions on social media and how it breaks down by demographics, take a look at the SlideShare below and also take a look at the free ebook.

 

Here’s the complete infographic for your review…

Please consider pre-ordering my next book, What’s the Future of Business?

PClick  #WTF today

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Originally published as part of the LinkedIn Influencer program

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  • Madeline K.

    It is crazy enough that gmail knows what ads to place on my welcome screen due to the private conversations it sifts through. I don’t think I want social media conversations to induce even more “listening,” especially if that “listening” isn’t leading to good. I agree with that if the companies are planning on using the information they gather in order to improve their products, I rather have them listening than not. But if they are solely using it as an eavesdropping device with no apparent level of usefulness, then I do not want to be listened to.

    • http://www.briansolis.com/ briansolis

      amen

  • Claire B.

    Brian,
    There is definitely a fine line between being too intrusive and making the customer feel heard. You do a good job addressing this in your post. What I will take away from this is to really contemplate what goes out on social media for the groups I am involved in. The relationship between customers and businesses is so important that businesses really need to think about how their messages will be perceived.

    • http://www.briansolis.com/ briansolis

      Thank you for this comment. And thanks for reading!

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  • Ahna Schamore

    Companies will use listening to get information on their brand whether people like it or not. If people don’t like the fact that companies are listening to what they say then they shouldn’t be writing it. Social media listening is a great tool for a business. So much is being put online about brands that a company would be almost stupid to not listen to what consumers are saying through social media. Overall, I think social media is one of the best tools a company can use to gain information about its brand.

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  • http://twitter.com/Websdirectsl Websdirect

    This is one of the most interesting post I’ve read about social media. Good question, difficult answer.

    Congrats!

  • http://www.facebook.com/jeffweinberger Jeff Weinberger

    Thank you, Brian, for bringing to light the (surprisingly large) gap between expectation of privacy and assumption of privacy. Whether you’re shouting in the street or posting on a public twitter feed, you have no expectation of privacy. But Brian’s study shows that a significant percentage of people assume that this type of interaction is not available for public consumption (including analysis by companies for marketing purposes).

    While consumers have a lot to learn, I think there is a lesson for companies that goes far beyond listening: Learn to use good judgement.

    I will be the first to admit that I don’t always get it right when I hear my name mentioned in a conversation (in person or online), but I suspect I (and most people) do get the response (or lack thereof) right most of the time. As humans, we do this intuitively based on our learned social judgement and our understanding of social norms.

    Companies don’t have the ability to make intuitive judgements (at least not when there are two or more people involved). So companies must learn how to process the social norms of media in which these norms are still evolving.

    When they do, they will be much better at learning to respond the right way and at the right time, and build stronger, positive relationships with their customers.

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ABOUT ME

Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.

His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

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