Web 2.0 social media is a potentially powerful medium for finding key consumer
influencers, engaging them, and generating brand advocates. However, in order
to build viral campaigns and foster online WOM, trust must be established and
subsequently reinforced in order to overcome any reluctance on the part of
the would-be consumer. This means moving beyond “old-school” approaches
to website advertising to embrace the principles of relationship marketing -
building virtual environments in which customers can connect with each other
to share insights and relevant information. One tactic for success is for brands
to move away from the hard-sell to instead embrace the notion of “co-creation”.
By tapping into or creating their own online social networks, social media
marketers can influence a brand community and potentially influence consumer
behaviour.