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Social Media Messaging Has Increased Since Pandemic Began


A recent study published by Media Daily News on September 30, 2021, noted that 87% of consumers indicated ‘positive experiences’ via social media messaging is driving their purchase decisions. Significant growth numbers reveal it has influenced consumer’s purchases as follows:

  • 55% on a brands website
  • 39% occurred in-store
  • 42% via a brands app


In order of social media app preferences, Facebook is the dominant leader with 78% of consumers followed by 57% on Instagram and 45% on Twitter when they choose to message a brand.


Facebook was most often noted as the preferred consumer choice with:

  • 68% for contacting retail brands and for e-commerce
  • 55% for banking/finance
  • 61% for travel
  • 61% for food delivery
  • 58% for gaming


Survey respondents also provided some key insight into how brands can improve the social media messaging experience for users. Greater personalization and faster response times was most often suggested by the survey’s respondents.


The survey also suggests that the banking and finance industry has lots of work to do with social media messaging users. Their biggest concern remains a secure channel of communication.


‘Social media use is growing exponentially each year and the brands and marketers that don’t adapt to today’s consumers will likely fall behind brands that best personalize their platforms,” stated The PM Group’s President and Chief Operating Officer, Fran Yanity.



About The PM Group: The PM Group was founded in 1988. For over 33 years, the agency has continued to grow and is San Antonio’s largest advertising agency. The PM Group’s client roster spans numerous industries including home services, automotive, CPG, entertainment and sports marketing, legal, business services, non-profits, real estate and fitness. For two consecutive years now, the Agency has set annual revenue records with the addition of six new clients and through the continued success of our existing clients. Additionally, the agency hosts their annual Charity Gala that to date has raised millions of dollars for local San Antonio area non-profit organizations in the last 15 years! In 2020 alone, the Agency donated over $1,050,000 to local non-profits. It is our way of giving back to the community that we so humbly serve.

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