Some 81% of CEOs from around the globe consider mobile technologies for customer engagement to be strategically important for their organization.
Almost 6 in 10 B2B respondents agreed that social business has positively affected their organization’s business outcomes.
The primary way social media has advanced the customer-company relationship has been to increase visibility with prospects, cited by more than 90% of respondents.
Reputation was of utmost importance in several surveys—in one, seeing a 36% increase as a social business tactic between 2011 and 2012.
While 26% of respondents said their company had set key performance indicators (KPIs) to measure return on investment, 57% had not, and 17% simply did not know.
Fifty-three percent of respondents said the top cultural barrier to digital transformation was competing priorities.
Social business is most important to marketing, branding, and reputation management, but customer service and audience engagement isn’t far behind.
This year, 36% of the 2,545 respondents from 25 industries and 99 countries said that social business is very important to their business today, double last year’s 18% ascribing that level of importance.
4 in 5 marketers said they plan to use customers’ social media data to drive marketing campaigns in other channels this year.
8 in 10 consumers digitally engage with brands, while one-quarter are brand-connected consumers who both post to and about brands online at least once a week.