Group items tagged

71% of senior-level execs were worried about risks associated with social media, with 13% saying they are “very concerned.”

listed the potential for negative comments about the company (36%), disclosure of proprietary information (32%), and out-of-date information (18%) as the most worrying. They were less worried about accidental exposure of personally identifiable information, fraud, and corporate executives (i.e., themselves) doing something embarrassing or incriminating on line.

Among public companies, the top concern was disclosure of proprietary information (50%), followed by negative comments, out-of-date information, and fraud, each at 17%.

snag your free template to put together a complete crisis communication strategy. Use this post as a guide to complete it.

Create a Social Media Crisis Scale Convince and Convert devised a great solution to this problem. They built a customer response flowchart that matches the severity of an issue, to the right course of action.

Crisis Level 1: Isolated customer complaints and questions. Crisis Level 2: Angry customers, broken links, posts directing to the wrong page, factual inaccuracies, major misspellings on social posts. Crisis Level 3: High volume of angry customers, service outages, lack of product availability. Crisis Level 4: Product recalls, defective services or products, widespread negative press coverage, layoffs. Crisis Level 5: Lawsuits, serious accidents resulting in injury, illegal employee conduct.

Only 28% saw their budget increase this year, while 69% stayed the same. Prospects were only slightly better for 2013, with 62% of budgets remaining static

top salaries, which hover above $125,000. A lot of people are still figuring out social media. Only 13% describe their efforts as advanced. Slightly more than half agreed with the statement, “We keep our heads above water, but not by much.”

“Ownership” of social media is murky, and the question may even become passé as numerous departments within organizations jump in

A great example of a company removing registration friction for a business audience is the online media division of The Business Journals. Since deploying Janrain Engage Social Login in June, they have reported a 12% increase in site registrations across 40 online properties.

Will social media play an important role for B2B marketers in the near future? We believe so and are seeing a growing interest from technology solution providers and other organizations that want to add a social element to their B2B website and marketing efforts. In Forrester’s report: Market Overview: 2011 Social Media Platforms For B2B Tech Marketing, they indicate: Today, there is increased demand for social media platforms from B2B tech marketers that are using social media tactics to engage with business technology buyers.

In an analysis of social media ROI, there is a lot of what Time described as "proving" the media.

In a 2010 article in The Journal of Consumer Research, a Ph.D writing in Psychology Today summarizes: "We live in a world of advertising. It is a world of our making, of course. We don't like to pay the full price of things, so we allow other people to pay part of that price in exchange for letting them pass a message to us.... That information ultimately affects the way we make choices, whether we know it or not."

in a 2009 issue of The Journal of Database Management and Consumer Strategy Management, "ROI in social media: a look at the arguments," it was reported that 49% of consumers "made a purchase decision based on the information they found through social media sites," and that 45% of people who searched for information via social media sites "engaged in word of mouth," compared to 36% who found information on a company or news site

1. Have a game plan

develop a strategic plan

adding too many social buttons to your pages and posts has the potential to slow things down and cripple decision making.

4. QuintlyQuintly is a social media benchmarking and analytics solution that tracks and compares the performance of your social media marketing activities. Whether you are using Facebook, Twitter, YouTube, Google+, or all of them, their tool visualizes and checks your social marketing success, benchmarking your numbers against your competitors or best practices.

The question was fielded among consumers who have accessed a social networking website, asking them how likely they would be to make any type of purchase on such a site in the following 12 months. Overall, 18% of respondents said they would be very likely (9%) or likely (9%) to do so. Interestingly, only 15% were neutral on the subject, with a solid majority unlikely (12%) or very unlikely (55%) to do so.

While women appear to be the more active gender on social media, it’s men who are more interested in shopping on the platforms, according to the Javelin survey results. In fact, 23% of male respondents reported being at least likely to make a purchase directly through a social network this year, compared to 14% of female respondents.

24% of teens go online “almost constantly,” facilitated by the widespread availability of smartphones.

African-American and Hispanic youth report more frequent internet use than white teens. Among African-American teens, 34% report going online “almost constantly” as do 32% of Hispanic teens, while 19% of white teens go online that often.

71% of teens use more than one social network site

30% of teens name Twitter as their most important social network, close behind the 33% who tab Facebook, per results [pdf] from Piper Jaffray’s 25th Semi-Annual teen research project, which surveyed more than 5,000 teens.

the proportion of teens naming Facebook as their most important has dropped 9% points, while those naming Twitter have grown by 3% points. Instagram is also gaining, up 5% points to 17% indicating it as their most important social network.

Facebook’s drop is a worrisome sign for the social network, as teens are often used as a leading indicator of future trends. According to data from Experian Hitwise, Facebook’s leading share of US visits to social networking sites and forums has dropped from 63.2% in March 2012 to 58.5% in March 2013.

As more consumers turn to social media to solve customer service issues, their expectations are also rising, according to the survey. More than two-thirds of customers said they felt a telecommunications company should respond to questions on Twitter within three hours.

According to the research, nearly a third of consumers said they would consider switching providers if their customer support requests through social media went unanswered. 

he potential for a disgruntled customer to do major damage to the brand is exacerbated by the speed at which social media can spread the word of a bad brand experience worldwide.”

80 percent of companies believe they deliver superior customer service, only 8 percent of customers agree,

If a consumer contacts a business with a question or complaint, they typically expect a response within the hour. However, a Social Media Marketing University (SMMU) survey conducted in February shows that only 17 percent of businesses respond to customer complaints via social media within that hour time period and a surprising 21 percent of businesses never respond at all,

11 percent of brands have lost revenue, 15 percent have lost customers, and 26 percent have tarnished reputations, all because of negative comments on social media.

In 2016, BuzzSumo analyzed more than 800 million Facebook posts. Based on their findings, posts with less than 50 characters “were more engaging than long posts.” According to another, more precise study by Jeff Bullas, posts with 80 characters or less receive 66 percent higher engagement:

Paid posts: 5 to 18 words Every Facebook ad needs three types of content: a Headline, Main Text, and a Description. After analyzing 37,259 Facebook ads, AdEspresso found that ads did best when the copy in each element was clear and concise. According to the data, the ideal length for a: Headline, the first text people read, is 5 words. Main Text, the snippet above your image or video, is 14 words. Description, the text that lives directly below your headline, is 18 words.

Videos: 30 to 60 seconds With video, one of the primary measures of success is how long people watch, also known as your video retention rate. In 2016, Kinetic Social tracked 2 billion social ad impressions and found that 44 percent of 30- to 60-second videos on Facebook were viewed to completion. Meanwhile, videos that ran under 30 seconds or over two minutes saw completion rates of 26 and 31 percent, respectively. A more recent poll, from 2018, showed that 33 percent of Facebook users preferred to watch shorter videos, from 30 to 50 seconds long.

Consumers say the types of social content they value most from brands are posts about discounts/sales (72% say so) and posts that showcase new products/services (60%). In contrast, marketers say the types of social content they share most are posts that teach something (61% say so) and posts that tell a story (58%).

There is a significant disconnect between what marketers post to social media and what consumers want brands to post, according to recent research from Sprout Social. The report was based on data from a survey conducted in April and May 2018 among 1,253 consumers and 2,060 social media marketers.

Most of your content is getting lost in the shuffle. Recycle it! Let the customer’s social activity tell you what they prefer. Engagement in social is good, but not if that’s all you get. Some top brands have made the transition to acting like publishers with dedicated internal and external teams cranking out content.

Top tactics used by savvy publishing brands are: Storytelling – high quality engaging content on an going basis Infographic Creation – relevant lists and how to’s Visual Content Marketing – compelling visuals eBook Creation – great for lead generation eMailer Personalization – targeting with relevance and being the information / education source Content Curation within an Industry – keep people coming to you because you find what’s hot and important to your customers, making it easy for them to keep current Webinars / Pod Casts / Google Hangouts – establishes authority Slide Share Presos – extends your corporate social graph and thought leadership Case Studies – SEO value and high share currency Videos to Motion Infographics – video is growing

Brands have a need for smart content routing and unique displays which enable them to maximize customer engagement and experience at every touch point, increasing site participation, and garnering higher social share just begs to get fracked.