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Pinterest peaks, Facebook falters in customer satisfaction survey of social sites

TechHive

Billions of people use assorted social networking sites, but just how happy are they with the likes of Facebook, Twitter, and the rest? The American Customer Satisfaction Index (ACSI), which measures exactly that sort of thing, put out its latest report on consumer satisfaction with e-businesses—that’s social media, search engines, and websites—and it’s an interesting look at just which service’s Like button is getting a workout.

Historically, social media sites tend to rank among the lowest-scoring companies on ACSI’s 100-point scale. This year, social media boasted an overall customer satisfaction rating of 71, up 4.4 percent from the previous study. The 71 rating puts social media companies above airlines (69), subscription television (65), and Internet service providers (63).

acsi rankings social media 100360859 large Pinterest peaks, Facebook falters in customer satisfaction survey of social sites

The American Consumer Satisfaction Index started rating social media companies in 2010. Scores are based on a 100-point scale. In this year’s rankings, Facebook and LinkedIn finished at the bottom, though both saw their scores improve over 2013.

Of the individual social networking sites, Pinterest was the most beloved site in 2014 with a customer satisfaction score of 76, stealing the crown from Wikipedia (74), which coincidentally was the only site to lose ground from 2013, falling 5 percent from last year’s score. Google’s YouTube and a newly-created “all others” category (which includes Instagram, Reddit and Tumblr) were hot on Pinterest and Wikipedia’s heels with a 73 rating, followed by Google+ (71) and Twitter (69).

Perhaps most notably, tied for dead last among social media ACSI still measures with scores of 67 apiece were LinkedIn and Facebook. Yep, you read that right, Facebook, the first network to crack a billion users and widely considered to be the pace-setter among social networking sites, couldn’t manage to top LinkedIn for customer satisfaction. That’s LinkedIn, the social networking site for professionals that most people begrudgingly join for the sole purpose of scoring a better job.

At least Facebook and LinkedIn can console themselves in that they scored an improvement over last year, when both companies scored only a 62 on ACSI’s scale. That makes them big winners in terms of year-over-year improvement.

That good news comes with an asterisk for Facebook, though. ACSI notes that the scores were measured before Facebook revealed it had manipulated news feeds as part of a psychological test on hundreds of thousands of users. (That’s in contrast to the regular manipulation Facebook performs on our news feed.) But customers in this go-around seem happy with their revamped news feed and other enhancements, so maybe it’ll end up a wash. For now, Zuckerberg and Co. can take solace in a strong improvement in customer satisfaction, even if they are still tied for last in the category.

The Best Tactics to Generate More Leads from Facebook and Twitter

SocialMedia Today

Social Media is a great way to connect, share and interact with others beyond the known periphery. Savvy business people are interested to explore this opportunity and reach maximum number of potential customers via social media. You will come across many online blogs discussing the best ways to enhance your social media reach. We will not delve into that same matter further. Our focus will be on something else…… Lead Generation.

Likes, pins, followers, comments, friends, and engagement- these are popular social media metrics. But, what is more vital to consider whether such metrics result on sales at the end of the day? Otherwise, all of them are completely useless.

Change your perspective

One of the biggest misconceptions about social media sites is that they are just only for brand awareness and not for generating leads. If you consider the same, your business is missing out a lucrative marketing channel.

Instead, of getting distracted with the counts of Facebook “likes “and Twitter “followers”, focus on the statistics that can contribute to your revenue. It will be impossible to track ROI, if your organization’s social media strategy is not constructed to support lead generation. It is high time to change your outlook and concentrate on generating social media leads.

If you are planning to start a lead generation campaign, Facebook and Twitter profiles are great places to begin with. Here are a few tips that you should consider to generate leads from these two well-known social media profiles:

Facebook

There are 1.2 billion active monthly users on Facebook and therefore, this channel is the prime focus of the business owners. However, this platform is often not conducive for direct sales, but by distributing quality content and engaging with the customers in one-to-one communication it possible to build trust among the Facebook users. What else you can do to generate leads from this popular channel? Let’s see-

Attracting the customers

First, it is important to understand the kind of information your potential customers are looking for. Sweepstakes, contests and group offers on your Facebook page are good to attract the attention of the customers. Do you remember “Do Us a Flavor” campaign from Lay’s? The brand just asked for a new flavor that the customers may like in their chips. The idea was simple and it clicked. This campaign generated huge publicity and the brand has no doubt gained lots of new customers.

Try to know your customers

You should also think about the information that you might like to know from your customers. It will be easier for you to convert your visitors into lead once you are equipped with more information about them. For that, you may use Facebook tab to ask them few simple questions. However, a social media user does not like these tabs and rarely visit them. You have to think of ways to encourage a visitor to fill up the questionnaire. A giveaway or offer can be enticing and works well to gather customer insights. You can also reveal the content of your website, if the user is ready to fill the signup form. Always try to keep such forms concise with minimum questions. You may ask for email address, demographic data or geographic location information. But, before that, customize your tab and make it brand related.

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Customer Engagement and Insight Top Social Media Benefits

MarketingCharts 

55% of senior marketers say that social media has impacted their marketing operations by improving customer listening, engagement, and conversations, matched by the proportion who say that the channel has opened new avenues to gather and further market insights, according to Please or in order to access this content. a study released in December 2011 by the CMO Council in partnership with Lithium. Data from “Variance in the Social Brand Experience” indicates that almost half of the marketers surveyed say that social media has increased the complexity of marketing planning and mix allocation, while 20% say it has improved customer intelligence.

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Forrester: Social media content creators down in U.S. Companies must find new ways to re-engage these users who upload videos, write blogs and post product ratings and reviews

IDG News Service, 9/28/10

This year, a smaller percentage of U.S. Internet users are contributing to social media sites — uploading videos, writing blog entries, posting comments to news articles and writing online product reviews — than in 2009, according to Forrester Research.

This means that companies need to find ways to re-engage those U.S. Internet users who have stopped participating on their social media sites.

“The initial wave of consumers using social technologies in the U.S. has halted. Companies will now need to devise strategies to extend social applications past the early adopters. This means that you need to understand how your consumers use social media,” Forrester analyst Jackie Rousseau-Anderson wrote in a blog post on Tuesday about a report she co-authored with Josh Bernoff, titled “A Global Update of Social Technographics.”

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