Hootsuite highlights social media significance across the customer journey…
Companies that are not investing in their social media strategies may risk losing touch with their customers and being outdone by competitors, a new Hootsuite survey has discovered.
Surveying 2,048 adults in the US and 1,029 adults in the UK, 48 per cent of Americans have interacted with companies or institutions on at least one of their social media accounts, and 41 per cent say it is important for companies they engage with to have a strong social media presence.
In regards to UK consumers, 40 per cent of agree it is either ‘somewhat’ or ‘very important’ for a company to have a significant social media presence, and more than one in three (34 per cent) would rather engage with a brand or company on social media than visit a physical location.
Penny Wilson, chief marketing officer at Hootsuite, said: “This research underscores the pervasiveness of social media and the massive opportunities available for organisations that use social to engage with their customers.
“Today, social plays a key role in determining and influencing customers’ attitudes, motivations and behaviours. Now, more than ever, there’s an opportunity to tap into social and connect with customers when, where and how they want, helping to maximise sales.”
US and UK respondents also find customer service via social media has made it easier to get questions and concerns resolved, with 59 per cent in the US and 56 per cent in the UK, respectively.
Read Hootsuite’s 8 Social Media Tips for the Retail Industry here