68 Per Cent Of Businesses Use Social Media To Engage With Customers

Social-Media-CollageAccording to a recent report by Kcom, businesses are increasingly turning to social media to help shape the future of their customer services strategy. The report found that Social media monitoring has tripled in the last year: Kcom and CCA research undertaken in 2011 showed that only 20% of organisations were actively monitoring social media. Their latest research, completed in 2012, reported 72% of businesses were now monitoring social media; as more start to understand the power of social media and its level of influence, this will continue to increase.

The report found that the evermore demanding customer is now armed with the ability and tools to rate their customer experience and share it with a global audience. They are comfortable with sharing both good and bad experiences, in the hope that their intended target sits up, takes notice and responds accordingly.

“Face to face doesn’t have the same impact. Voicing concerns and enquiries publically generates a better response.” says Mark Pritchard, Business Development Director at Kcom. “Therefore businesses need to have the ability to manage negative responses on social media – a complaint isn’t always a terrible thing. If an organisation responds and acts upon the comment, it can actually create a good customer experience. It is also a great way to share positive comments and reviews to a wider audience and these reviews can be used to generate more business.”

The report found that sixty eight per cent of businesses use social media as an opportunity to engage with customers. Around 89% use information gathered from monitoring social media to help refine and develop their customer service. According to the report, 90% of industry experts who used information gathered from monitoring social media said that it also helped them manage their brand and reputation. Also, 66% of industry experts have trained their staff in using social media so that customer experiences can be logged and improved.

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28.6% of Western European SMBs Use Social Media For Business Purposes – IDC

idcAccording to a recent study “The evolution of Social Media among Western European SMBs”, by IDC, 28.6% of Western European SMBs with between 20 and 499 employees currently deploy some form of social media for business purposes, and moreover adoption is projected to progress at a fast pace in the next two years. The data is based on a survey of  1,603 Western European companies, including 791 small and midsize companies with 20–499 employees.

The study found that there is a strong correlation between company size and level of adoption of social media for business purposes, the larger the company the higher the adoption of social media tools for business purposes. It revealed that  by mid-2014, 56% of higher end midmarket companies with 250-499 employees will have embarked in a social media journey, against 40% of small SMB with between 20 and 49 employees. The IDC study also found that though SMBs reveal a higher maturity in using social media for customer facing and marketing processes, they fail to identify how to effectively leverage social media tools into other processes.

Commenting on the insights, Nina Bonagura, senior research analyst, IDC European Industry Solutions said,”Adoption of social media tools within the business is progressing at a fast pace among Western European SMBs, as business executives are increasingly supportive. Cost is nonetheless still a challenge, as economic conditions make it difficult to raise and set aside the necessary funds for investment. So providing clear ROI measures, best practices, and educate SMBs through evidence based business cases that weight both tangible and intangible benefits associated to social media in delivering on business goals is crucial.”

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The Power of Facebook Advertising, Very High Engagement,50% FB users are on Mobile

Facebook just published very interesting stats in the form of an infographic explaining the advantages, statistics and power of advertising on its very own network powered by 955 million users. Facebook is betting big time over ad revenue streams from various channels like mobile and desktop – especially when company is under immense pressure from investors for financial performance and share value is tumbling down with each passing day.

The infographic by Facebook has got few interesting points for advertisers and , probably, could be convincing too.

  • Users spend almost double time on Facebook than its closest competitors Google.
  • Little over 50% Facebook users are on mobile – 543 Million.
  • More than 3.2 Billion Likes and Comments are taking place over Facebook making the network the most engaged ever.


Facebook Power Of Advertising


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Report: Most talked about Brand in Social Media: Samsung vs Apple, Sony Vs Nokia

Simplify360, the leading Social Media Management application for Social Business Analytics and Multichannel Engagement has launched a report on major consumer durables brands – Samsung and Sony.

The Consumer Electronics industry is highly dynamic and fast-changing, fuelled by rapid innovations and technological changes. Market research shows that the top ten players contribute to approximately 52% of the total market size. The industry has certainly seen the  rise and fall of many companies.

“This report is an analysis to understand where SONY stands as compared to SAMSUNG and to identify the trends among the two brands. The product categories which we are looking at are smartphones and tablets” said Deep Sherchan, CMO, Simplify360.

Some key findings:

■    The general industry buzz of Consumer Electronics brands is pretty high with an average of 24K mentions per day.

■    People usually share their reviews and experiences with the products. They also provide information to prospective customers.

■    SAMSUNG has 60% more conversations than SONY, which depicts the struggling brands.

■    In terms of benchmarking, SONY is way below SAMSUNG and closely associated with NOKIA.

■    The analysis shows a price sensitive audience who are actively seeking out information for their new devices and keenly following the trends in the new product launches and price drops.

Based on the occurrence of other brands in the conversations about SONY and SAMSUNG, we see Samsung is mostly compared with Apple, while Sony is compared with Nokia. This is an interesting finding, and shows how Samsung has emerged from the clutter of non-Apple product companies.

Samsung has overpowered the mighty Sony, and is seen as a major threat to Apple. This is happening while Samsung is simultaneously one of the major component suppliers for Apple.

Samsung’s bid on adopting Android as its major mobile platform has paid off. They have higher Brand Loyalty and are perceived as better in design too.

The Original Report is below :

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Maruti Suzuki – The Top most Indian Brand in the Social Media Space

According to a recent report by NM Incite, Maruti Suzuki has replaced Samsung to rank as the top most Indian brand in the social media space. Maruti Suzuki enjoys strong sentiments and high volumes of conversations on auto forums that include blogs, boards and social media sites Facebook, Twitter and YouTube, the report said.

Prashant Singh, MD, Media, Nielsen India said,” It is important to note the synergy between the offline and online reputation of Maruti Suzuki. Strong offline brand equity helps boost online conversations and sentiment. There is a strong brand advocacy online, with users engaging across social channels about brand initiatives like price changes and product launches”.

Nokia, brand IPL and Cafe Coffee Day make up the rest of the top five. According to the report, though IPL is a new entry, its inclusion in the top 20 is driven by its performance on video sharing site YouTube. This led to high engagement levels on social media in the run-up to the IPL for the year.

“Social media continues to be an integral part of our overall brand strategy. We have and continue to run innovative social media campaigns for our products like mobiles, smart televisions and other products which are giving us a strong presence in social media,” said Asim Warsi , VP, Samsung India. The Korean company’s spends on social media have doubled in the past one year.

Though the telecom sector has a strong presence with nine brands in the top 20, the fact that customer complaints are not being answered promptly has increased their negative sentiment. FMCG and food companies are new entrants on the list. Apart from Maruti Suzuki, the other auto brands in the top 20 include Mahindra & Mahindra at the eighth spot and Ford India which is ranked tenth.

About NM Incite

NM Incite is a joint venture between Nielsen and McKinsey & Company, bringing to bear deep expertise in measurement science and management consulting. As one of the largest global leaders in applying social media to solve marketing problems, NM Incite operates in over 30 markets, including the United States, Canada, United Kingdom, Germany, China, India, Japan and Australia.


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In 2012, Global revenues of social media is expected to reach $ 16.9 billion

A recent report by Gartner states that global revenues of social media is expected to grow by 43.1 per cent to reach $ 16.9 billion in 2012 as against $ 11.8 billion in 2011. It further stated that advertising will continue to be the largest contributor to overall social media revenue and is projected to reach $ 8.8 billion in 2012.

In 2012, the revenues from social gaming are expected to reach $6.2 billion, while revenue from subscriptions is expected to reach $ 278 million. The research further stated that marketers are allocating a higher percentage of their advertising budget to social networking sites. This is mainly driven by the fact that these sites offer a large pool of engaged users who spend considerable time on these sites, which increases the potential click-through rates. According to the report, social media sites will continue to incorporate gaming techniques on their networks and the sale of virtual goods will remain the primary source of revenue.

Neha Gupta, Gartner Senior Research Analyst said,” Usage of online social media has matured, and more than one billion people worldwide will use social networks this year. New forms of media and entertainment will keep users engaged on social media sites and attract new ones. Rising competition among social media players, each vying for consumers’ leisure time and attention, will lead to the rise of new forms of social media (web based and mobile). The biggest impact of growth in social media is on the advertisers. In the short and medium terms, social media sites should deploy data analytic techniques that interrogate social networks to give marketers a more accurate picture of trends about consumers’ needs.”
via: indiadigitalreview.com

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Infographic: Mobile, Social Will Win the 2012 Olympics

Mobile and Social will win the 2012 Olympics. iProspects has created a fantastic infographic which talks about the explosive usages of mobile and social media in the London Olympics. Have a look at the infographic below.

Via Iprospect

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Twitter acquires Hotspot.io

2012 seems to be a year of acquisitions in the social networking space. Earlier this month, Facebook acquired Instagram, a photo sharing app.

Now Twitter, another popular social network has acquired Hotspots.io for an undisclosed sum. Hotspots.io is a social media analytics company with a mission to help companies and individuals in maximizing their social media ROI (return on investment) through actionable and accessible analytics. Their team would join the revenue engineering team of Twitter in developing new analytics tools for the social networking site’s advertising and publishing partners.

Founded in the year 2006, Twitter is a Social networking and micro blogging site that allows users to post updates 140 characters long. Available in over 20 languages, Twitter has currently more than 100 million active users worldwide.

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Klout Unveils Brand Squads

Klout which measures the social influence of a individual, has launched its version of brand pages. Known as Brand Squads, these dedicated profile pages will provide a central platform to companies to engage with influencers. Simply put, now top influencers have a chance to be recognized and have a direct impact on the brands they care about most. Initially Klout is launching Brand Squads with Red Bull as a launch partner and will gradually roll out more Squads.

What will the Brand Squads consist of? Each Squad will consist of the brand’s logo, the list of the top 10 and top 100 influencers about the brand, an activity stream and any brand-specific deals offered through Klout’s Perks platform.

So how will it help brands? With the help of its complex algorithms and analysis, Klout measures the influence of individuals on social networks like Facebook, Linkedin, Twitter, Google+ etc. Now instead of the brands talking to consumers, the top influencers will act as the Brand Advocates.  With Brand Squads, you will see a dynamic list of top influencers for each brand, watch conversations flow across social media, monitor information about a brand’s recent developments, and earn access to special Perks.

As a part of the beta launch of its Klout page, Red Bull is rolling out perks like some merchandise or a VIP Red Bull experience, like a behind-the-scenes look at the X-Games for its top influencers.

Source: Klout Blog

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Infographic: Recruiters choose Linkedin over Facebook & Twitter

In the age of Social Media, recruiters use multiple Social Media networks to fulfill their requirements. But have you ever wondered which network do they use most or prefer?

Well, according to a recent study by Bullhorn, Inc., Linkedin is the most preferred network for recruiters with 48 percent of them using only LinkedIn. Check out more details in the infographic below:

Source: Business Insider


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