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    Tech 1

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    azade azami
    The document summarizes key findings from a report on brands' social media strategies. It finds that less than half of brands have fully connected their digital channels, metrics, and customer data. Most brands underestimate how frequently customers have negative experiences, and two-thirds of unhappy customers will switch brands. While most brands expect to add new channels, they struggle to integrate them. The document recommends brands improve understanding of customer wants and online interactions to increase engagement and loyalty.

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    Tech 1

    Uploaded by

    azade azami
    26 views2 pages
    The document summarizes key findings from a report on brands' social media strategies. It finds that less than half of brands have fully connected their digital channels, metrics, and customer data. Most brands underestimate how frequently customers have negative experiences, and two-thirds of unhappy customers will switch brands. While most brands expect to add new channels, they struggle to integrate them. The document recommends brands improve understanding of customer wants and online interactions to increase engagement and loyalty.

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    The document summarizes key findings from a report on brands' social media strategies. It finds that less than half of brands have fully connected their digital channels, metrics, and customer data. Most brands underestimate how frequently customers have negative experiences, and two-thirds of unhappy customers will switch brands. While most brands expect to add new channels, they struggle to integrate them. The document recommends brands improve understanding of customer wants and online interactions to increase engagement and loyalty.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    26 views2 pages

    Tech 1

    Uploaded by

    azade azami
    The document summarizes key findings from a report on brands' social media strategies. It finds that less than half of brands have fully connected their digital channels, metrics, and customer data. Most brands underestimate how frequently customers have negative experiences, and two-thirds of unhappy customers will switch brands. While most brands expect to add new channels, they struggle to integrate them. The document recommends brands improve understanding of customer wants and online interactions to increase engagement and loyalty.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Here are some key statistics and takeaways from the report to assist your social media

    strategy:

     Brands are disconnected from consumers: Less than half of surveyed brands said they
    have fully connected the tech, metrics, customer journey, teams, data, and channels
    that enable digital engagement at their organization. This lack of connectivity has a
    direct impact on customers’ experiences with brands, and 77% of companies say they
    struggle to create a cohesive journey across channels and devices.

     Brands are out of touch with the customer experience: Businesses underestimate how
    frequently bad experiences happen to their customers by an average of 38%. These
    negative experiences create feelings of disappointment, unhappiness, and anger
    among audiences. Furthermore, approximately two-thirds of customers who have a
    bad experience with a brand say they will switch to a different brand and share their
    negative encounters with others.

     Brands are ill-equipped to stay connected: Two-thirds of brands expect the number of
    channels to increase within the next two years, but the majority of brands also say
    they struggle with integrating new channels. Additionally, existing channels will
    continue to evolve in accordance with changes to consumer preferences so brands
    need to find efficient ways to manage their increasingly complex digital engagement
    strategies.

     Brands acknowledge the importance of collaboration, but fail to do so: Approximately


    90% of brands agree the various teams involved with digital customer engagement
    should regularly: communicate and work together in pursuit of common goals, share
    data and success metrics, and plan strategy across departments. However, less than
    half of respondents say these statements describe their organization exactly.

    Our study found many brands fail to understand what their audience wants and
    consistently misjudge the actions customers will take when interacting online. These
    gaps in knowledge severely limit the success of your social media strategy.

    Knowing your customers’ wants and needs helps your business to better serve them when
    answering common questions and concerns through online channels. Furthermore, improving
    online interactions leads to better engagement, more satisfied customers, and higher brand
    loyalty which increases sales.
    Check out the full study to see more customer experience statistics and develop a social
    media strategy that is capable of achieving your business goals.

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