Customer Service Slow to Adopt Social Media Strategies


Market research and customer insight, CRM and customer service teams are trailing behind marketing, communications and even IT departments when it comes to setting social media strategies within companies, according to a Harvard Business Review study.

• While more than half of companies are using social media, only about a quarter of users say they could identify where their most valuable customers are “talking” about them. And less than one-quarter (23%) are using any form of social media analytics tools, with only 5% using some form of customer sentiment analysis.”

• 40% of respondents cited their most pressing challenges as understanding the potential of social media to make a difference to their business, and measuring the effectiveness of social media activities. When asked to rank the top three benefits of using social media, just 20% pointed to “better understanding of consumer perceptions of brands,” while 19% said “improved insights about our target market.”




Comments Off

Deals of the Week

Get $150 Off PR News' Social Media Summit with Taste of Tech

prn_ms_175x135_ep

Unlike other conferences, you’ll be immersed in the strategies and tactics that you can apply right away to your work as a communicator. You’ll learn what it takes to compete for attention, engagement and positive brand awareness across an array of social media networks.

Use code “150off” at checkout.

Get $50 off PR News' Digital PR & Social Media Guidebook

DigitalPRSocialMedia_PrintDigital_vol6

This guidebook has one essential purpose: helping you maximize your communications effectiveness in the digital world. The articles in this guidebook produced both by the PR News staff and more than fifty communications industry thought leaders, focus on most every facet of digital PR and social media.

Use code “DIGITAL6” at checkout.

Save $100 on a PR News Subscription

Let PR News become your weekly, go-to resource for the latest PR trends, case studies and tip sheets. Topics covered include visual storytelling, social media, measurement, crisis management and media relations.

Use code “SUBDEAL” at checkout.

Comments are closed.