Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement [INFOGRAPHIC]

Social customer care and engagement is the theme for today’s new infographic. It was provided by Social Sprout from their “The Social Customer: Highlights from The Sprout Social Index” report. This in-depth report looks at over 160 million inbound messages from 20,000 brand Twitter accounts and Facebook pages. Data was collected from 15 different industries. Read on for the top 7 findings and recommendations.

Top 7 Findings:

• Customers engaging with brands is definitely on the upswing.


• User engagement is growing nine times faster than social networks like Facebook and Twitter.


• When it comes to engaging with consumers, both the entertainment and utility industries are growing the most.


• Engagement performance and response times vary from industry to industry. Business services and utilities have the shortest response times. Banking/finance and utilities have the highest response rates. The real estate industries could benefit the most being second-to-last in both response time and rate.


• Overall response rates are dropping significantly and a whopping 80 percent of all customer inquiries go unanswered. This leaves much room for improvement as many adults have social media accounts and look to social for customer care.


• On average brands receive 3 inbound requests per month from Twitter for every 2 they get from Facebook per 1000 fans or followers respectively.


• Average response times to customer inquiries for brands are on the rise and needs to be addressed this year.

Top 7 Recommendations:

• Build your social team to be responsive.


• Include your most experienced customer-facing staff on the team.


• Use the right software tools.


• Determine which metrics are most important to your business and use them.


• Make sure your replies are conversational not overly promotional.


• Enable the appropriate departments inside your business to share tools and data.


• Be careful about prioritizing certain customers above the rest. Hire additional resources to handle the volume.

See also: Social media monitoring tools (Infographic)

“The Social Customer Infographic” by Sprout Social

Do check out: Social media monitoring tools (Infographic)

What methods does your company use to manage social customer care and engagement?

Leave a comment and do share.

Resources

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(Infographic source: Sprout Social)

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Big data marketing (Infographic)

Big data marketing (Infographic)

Big data marketing is leveraging huge data sets being produced today and using analytics to better target customers. This analysis can provide more accurate decision making, time management and segmentation of your customers. It can even enable real-time marketing. Especially when paired with your companies’ social media channels. The value of the big data market is expected to skyrocket 261% from $18.1 billion in 2013 to $47 billion by 2017.

What is big data defined?

Big data defined is increasigly large amounts of data that tend to overwhelm existing database tools. The sheer volume of data being produced is incredible. An estimated 90% of all data was gathered in just the past two years.

Big data and analytics

Big data and analytics go hand in hand. By using distributed processing, cloud storage and data-management strategies, valuable insights may be teased out. Most marketers plan to implement a big data analytics solution in the next two years. A strong partnership with IT is crucial for this to be a success.

See also: Social media monitoring tools (Infographic).

Explore more infographics like this one on the web’s largest information design community – Visually.

Do check out: Social media monitoring tools (Infographic).

How does your company plan to use big data marketing?

Leave a comment and do share.

(Infographic source: IconicMind.com. Photo by planeta via Flickr.)

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