Brands invest millions of dollars each year to establish
and keep their social media presence. But can these campaigns result in increased the amount of
money they earn? Recent research offers an
answer to this question that has been a source of contention for marketers
since social media came onto the scene.
In a series they examined four ways the way that Facebook
could influence customers behaviour. They first looked into whether the act of liking a brand, or
simply following it, makes consumers more likely to buy it. Then, they looked at the impact of people's likings on the
purchases of their friends. Thirdly, they
examined the extent to which liking influences other aspects than buying (for
instance, whether it could influence people to take part in healthy actions). In addition, they investigated whether paying to have your
brand's content shown in their followers' feeds can increase the chance of
making a meaningful changes.
The results were obvious that liking a brand does not
increase buying or encourages friends to spend more. The encouragement of likes
by the brand's content can trigger meaningful change in behavior.
Brands invest billions of dollars every year on complex
efforts to establish and sustain the presence of social media. Imagine the live-streamed
video of a man attempting to set an international record after jumping from
18,000 inches (Red Bull) and the bizarre tweets from a hacker-infested Twitter
account, which actually was created by the company (Chipotle).
Facebook is the most popular platform. More than 88% of
Fortune 500 companies have active Facebook pages. Everyday, massive amounts
of content from brands--articles videos, photos etc.--are posted in these pages
as well as in other media channels. They are all created to convince people to
join, connect with, and even purchase from brands. The U.S. State Department seems to be awed by the prospect
of getting followers. They spent $630,000 between 2011 and 2013 to increase the
number of Facebook followers.
Marketers typically justify these expenditures by saying
that attracting people to social media and increasing the visibility of the
brand's image will eventually boost sales. In this way those who endorse a brand such actions as liking
the brand by liking it on Facebook are likely to spend more than they normally
would and their endorsements can make those around them (and the friends of
their buddies) to shop, resulting in a cascade of business. The evidence at first suggests this logic Some brands have
found that people that interact via social media spend more than other
customers. A recent study that was
influential of comScore and Facebook discovered that, compared to people in
general, customers that liked the Starbucks Facebook page or had an existing
Facebook friends who were fans of the page, spent 8percent more and made
transactions 11% more often throughout one month.
Simply liking a brand on Facebook does not change the way you behave or improve the purchase.
However, this study and other like it suffer from an
unfathomable logical flaw. They misinterpret cause and effect. It's possible that
attracting followers of the brand's social media accounts can lead them to
spend more. However, it's also possible
that those with positive impressions of the company are much more inclined to
be a follower of the brand in the first place and, therefore, spend more money
than non-followers. In 23 studies carried
out over the past four years, and with more than 18,000 participants using an
A/B test technique to investigate a vital alternative: what people who follow
brands would have done if they had not been following the brand. With the billions of dollars which are allocated to social
media in many firms, the difference isn't trivial. It can have huge implications for the marketing budgets of
marketers as well as what they do with their brand's web presence.
In our tests we gradually increased the complexity in
order to examine four more interactive ways that Facebook can influence
consumers their behavior. We first examined whether liking a brand, or being a passive
follower of it -- makes consumers more likely to buy it. We also examined how people's likings impact their friends'
buying habits. Thirdly, we looked into
whether liking influences other things than buying, for example, whether it
could influence individuals to adopt healthier actions. We also examined whether increasing likes through paying
Facebook to display brand-name content in their news feeds improves the
likelihood of significant behavior changes. We chose to utilize Facebook in our study since it is the
most popular social media platform, but we believe our results can be applied
to other platforms too.
The results were obvious that social media does not work
as many marketers believe it should. The act of expressing support for an organization's brand
does not alter the behavior of a consumer or increase their purchasing power or
encourage buying by friends. The
endorsements that are backed by branding-related content could yield significant
effects. Since social media sites provide
a place to connect faithful customers, they are able to give brands an
unrivalled source of feedback from customers and a significant group. With this information marketers can create innovative, more effective
strategies for social media.
Testing the Effects of Likes
The basic psychological principles provide a the reason
to believe that liking a Facebook page can be a positive change in behavior and
help increase sales. Studies have shown that people suffer from "cognitive
dissonance" when their actions do not align with their beliefs. Therefore,
it stands to reason that a person who supports a brand on Facebook is more
likely to purchase the product. But that's
not the case. discovered.
One of our very first research studies, which was
conducted by our colleagues (Leslie John, and Oliver Emrich) and our Harvard
Business School colleagues Michael Norton and Sunil Gupta. Half of participants
were invited to join a newly launched cosmetics company on Facebook and the
majority of them accepted. The remaining half didn't get this invitation. The participants were then all offered coupons for a no-cost
trial--the redemption could serve as an indication of when to purchase. Participants from both categories were similarly likely to
use the coupon, it did not matter if they had been invited to join the page on
Facebook or not. This result was confirmed
throughout the subsequent research studies in which we extended the interval
between the announcement of invites to "like" and then extending the
coupon; it was also true when we ran the test with a range of brands both
existing and new. Through 16 research
studies, we didn't find proof that following any brand's social media affects
people's buying behaviour.