We reported on this “perception gap” between marketers and customers as it relates to expectations vs. actuality. We knew the data was screaming for a good infographic. And here it is, courtesy of the famed Brain Solis. Good stuff!
The middle chart to me is the key. Consumers on social media want deals. Marketers think it’s about customer service and business insights. This type of difference is important to understand as we map out consumer behaviour on social media and try to get better at delivering the social experience that consumers want and expect.