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17.01.2015
Given that 24.2 percent of sampled companies started their social media marketing efforts only in the last six months, it's no surprise that many firms are still in the testing phase. Since many companies are in the midst of their 2011 planning season, it's a good time to lay the groundwork for expanded social media marketing participation. Regardless of where your firm is on the social media marketing learning curve, integrating these six factors into your plans is good business practice.
While starting social media marketing small with a minimal budget is good for making the case, it's important to get your senior management team on board early to expand your social media presence and to extend usage across your firm. There remains a disconnect between how companies and consumers view customer service delivered via social media platforms. The reality is that prospects and customers will use any and every channel to your company to talk to a human and to get direct answers to their questions before and after they buy. It is important now more than ever to emphasize that social media is changing the face of customer service.
Recently iContact’s Sarah Stealey presented a webinar on the 4 Forces of Customer Service and she touches on social media and suggestions on how to incorporate it into your business. More than four in 10 companies overall have acquired a customer from four major social media channels.
When it comes to professional social media network LinkedIn, however, the usefulness trends reverse.
Blog Post Frequency Makes a Difference Examining company blogs closer, the unsurprising finding is that the more posts a company makes, the more success it will have driving new business. Most Business Blogs Post Weekly The majority of business blogs in 2010 post weekly (38%).
Bigger Business Blogs Better Lead Bringers Business blogs begin generating significantly more leads when they have a median of 24 or more articles posted, according to other research by Hubspot. Consumer and digital information company The Nielsen Company announced today a set of impressive new social media statistics. The average global consumer now spends more than five and half hours on social networking sites like Facebook and Twitter, up from 3 hours in December 2008.
The majority of time spent online by consumers was dedicated to social networks and blogs, with online games and instant messaging close behind. The increased time spent on social networking sites is good news for the host of companies looking to help marketers manage and optimize social media campaigns targeted at these users.


In the early phases of social media marketing, companies are still coming up to speed and making the case for expanding their social media interactions. While it's important to understand how social media works, as with any marketing initiative, you must have a carefully constructed strategy. Unless your senior executives embrace social media marketing like Tony Hsieh of Zappos, you need to make the case for how it'll enhance your firm's bottom line by increasing revenues or decreasing costs. Since a small incident can quickly get amplified across a variety of social media platforms, it's imperative that you develop a crisis management plan outlining how your firm will respond. Includes RSS feeds, e-mail registrations, retweets, event attendance, votes, reviews, comments, tags, trackbacks, completed profiles, social sharing, and purchases. Measure social media expenses, content creation, supporting marketing, and related head count. To put this in context, SEOmoz’s November 2010 SEO Industry Survey found that less than 3% of organizations use social media for customer service.
Here’s how five of the traditional customer service functions have evolved with the use of social media. While not optimal for your company, you can make it easy and cost effective for your company and your consumer to return products. Remember if you don’t do it on social media platforms, they’ll try other options, namely their social network and your competitors.
It is now commonplace to tweet or post on a company Facebook wall when you have a good or bad experience with the company. Fifty-one percent of B2C companies have acquired a customer from Twitter, compared to 38% of B2B companies. One hundred percent of companies posting multiple times a day on their blogs acquired a customer, and 90% posting daily acquired a customer. According to the company’s blog, in December 2009 consumers spent 82 percent more time on social networking sites compared to the same period a year ago. In correlation, the overall traffic to social networking sites by unique visitors increased as well. Companies like HootSuite and Sway offer marketers platforms to target, track and interact with social users.
In order to build your social media following cost effectively, it should be integrated with the rest of your marketing program.


The challenge is that social media's impact may occur in the early phases of the purchase process where it's difficult to tie it to a specific sale.
Social media benefit for customer service: One of the main reasons that customers follow companies on social media is to get special offers and deals.
Social media benefit for customer service: Through demonstrations and explanations, prospects and customers can visualize how to use your products.
Social media benefit for customer service: Use of social media platforms facilitates the reach and speed of your message.
Customers respect a company that admits when it has messed up but is willing to do whatever it can to make up for the mistake. Since social media is about sharing with the network and community, people tend to listen to the reviews that other people post. The difference is most stark in customer acquisition figures for Facebook, which 68% of B2C companies have obtained a customer from but only 33% of B2B companies. Figures for company blog customer acquisition are closest in range, with 57% of B2C companies and 43% of B2B companies obtaining a customer through this channel.
This figures declines to 69% for companies posting two to three times a week, and all the way down to 13% for companies posting less than monthly. However, blogs with 24-51 posted articles generate a median of 13 leads, and will generate a median of 23 leads when the posted article threshold reaches 52.
Minutes spent on social networks and blogs increased 210 percent, while the average time per person increased 143 percent. In order for a company to succeed, they must use social media to communicate with their customers. Only 58% of companies making weekly blog posts acquire a customer, meaning most companies are leaving a significant tool for customer acquisition on the table. Use a wide variety of social media platforms to accomplish this such as Facebook, Twitter, or your blog. Additionally social commerce can expand your reach and enable customers to purchase on social media sites.



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