Customers said they would feel closer to your brand...

...if you listened to their opinions and responded to questions or comments.

Yours brands should throw out ideas or topics amongst customers in which

they can start their own discussions, which don't necessarily have to be about

your brand, and could involve negative comments.

Negative comments need to be answered, not ignored, and

comments kept up, not removed, as an exercise in transparency. Your

conversation with consumers has to be of interest to them, such as giving them

something to engage with, rather than directly asking for feedback on a project.

Your brand, by listening to friends or fans points of view and concerns,

and accepting criticism while giving users honest information, allows a deeper

relationship to be formed, thus increasing brand loyalty, and especially

increasing sales Further findings reveal that social network users become

largely irritated and tend to ignore promotions from brands and a

majority of users would not remain a fan, or friend of a brand, that regularly

sent them promotions.