Are you a drive-by social media marketer?

Sue Northey

Chief Strategy Officer

Branding Breakthroughs™

Social Media Penetration

How many people are on social media?

1

80% of Fortune 500 companies are on

Facebook and TwitterSource: Simply Measured

Social Media Engagement

But, just how engaged are they?

2

- Sue NortheyChief Strategy Officer

Branding Breakthroughs™

Just because companies and individuals have a Facebookor Twitter account doesn’t mean they are actively engaged.

“

In fact, there is a whole lot ofone-way communication going

on in the social sphere

You see a great article, you post it

You hear breaking news, you share it

You find a great recipe, you pin it

But, how often do you actuallycarry on a conversation

with someone on social media?

Chances are … not very often

(Unless, of course, it’s on your personal Facebook account.)

So why do 74% of internet users even bother with

social media?

Perhaps, for many, the answer is,

“Because everyone’s doing it.”

Not a good answer, but an answer.

Valuing Customer Relationships

Why should you engage with your customers on social media?

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Here’s the rub.

Too many companies are on social media because

‘everyone is doing it’

rather than because they have made a premeditated

decision to meet their target

in that space and to engage with them.

70% of consumer complaints on Twitter are actually ignored!

Source: Convince & Convert

There can be a real cost associated with ignoring

customers that tweet their complaints to you

- Beyond Philosophy“The Value of Complaints”

96% of unhappy customers don’t complain … 91% of those will simply leave and never come back.“

When you think about the ease of tweeting at a

brand or the ability to easily vent frustrations on

Facebook, social media instantly becomes an

extremely important customer service channel

Perhaps that 96% of non-complainers

will begin to shrink

as people turn to social media

for quick solutions to their brand problems

To then be ignored…

Well, I think you know

the ending to that story

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