This infographic, from Get Satisfaction, argues that there is a gap between how customers want to engage with brands on social media, and how companies are actually using Facebook. 

It makes the case for branded communities built for customers... 

Graham Charlton

Published 29 August, 2012 by Graham Charlton

Graham Charlton is editor in chief at SaleCycle, and former editor at Econsultancy. Follow him on Twitter or connect via Linkedin.

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Comments (2)


Trevor Morley

In the future if Facebook ever introduces e-commerce to their functionality and people are able to purchase goods and services using their Facebook accounts, this may dramatically increase the levels of engagement within online communities on Facebook.

almost 6 years ago

Steve Davies

Steve Davies, CEO at Fitch Media

This looks a lot like getsatisfaction jumping on the 'let's kick Facebook while they're down' bandwagon - comparing their specialised help/support capability with Facebook's un-filtered environment.

Likewise their assertion that people prefer to build relationships with brands on company websites rather than on Facebook or Twitter flies in the face of all the evidence we've seen.

All they'll achieve by doing so is to remind Facebook of the opportunity and, if appropriate, cause them to eat getsatisfaction's lunch - it wouldn't be difficult.

Infographics work best when they are unbiased and informative, rather than merely a substitute for a sales brochure.

I get the impression from this that getsatisfaction must be in trouble and are desperate to draw attention back to their (paid) offering. Is that the message they intended to convey?

almost 6 years ago

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