94 percent of Businesses plan to maintain or increase their investment in Social Media.
Deloitte surveyed 400 companies including Fortune 1oo organizations to report this recent finding. Only six percent of those surveyed plan to decrease their investment in Social Media.
Extracting Social Media’s benefits remains elusive to some businesses.
While the commitment to Social Media is unquestionable, organizations in Deloitte’s survey, and in our experience, continue to struggle with how to extract social media’s full potential.
Sales and marketing are the primary drivers behind Social Media participation.
Deloitte’s study found, however, that these are the next most important factors:
- Increased word-of-mouth 38%
- Customer loyalty 34%
- Brand awareness 30%
- Idea generation 29%
- Improved customer support 23%
My Assessment of the Results.
It would be interesting to see how the customers of the businesses surveyed might respond to this survey.
My belief is that most customers want better service and support from your company. If you use Social Media as a vehicle for this, it will improve word of mouth to others and have an organically positive impact on your sales performance.
The walls of the corporate veil have come come. Customers don’t care about structure or departments. The old rules don’t apply anymore. Customers have access to your company via Social Media, either on your turf or elsewhere.
Successful companies in Social Media realize this and are embracing a new age of openness and accessibility.
