Does Online Listening, Engagement Generate Positive Return? Yes, Says Survey
A Dell survey, conducted by Forrester survey, of 200 medium and large U.S.-based marketers, found that brands who implement social media monitoring and online engagement programs benefit from a boost in customer satisfaction scores and loyalty. A few other tidbits from the study:
- More than 75% of participants monitor online conversations and respond to feedback left on social networks and other social media.
- 73% said they planned to add employees to listen and engage in the upcoming year.
- 27% characterize their social media efforts as being in “experimentation” mode, while 50% say it social media is a “serious but not core function.” Only 20% said social media is at the “core of our marketing efforts.”