A presentation by Hootsuite

Four reasons why social media is a must for your business.

“The ROI of social media is that your business will still exist in 5 years.”Erik Qualman

Need more reasons to add social media to your business strategy?Here are 4.

1Consumers are talking online. Social media is where you can listen to them.

Each day, billions of conversations are taking place across the social web. Social media lets you listen to those conversations.

Why does listening to social media matter?

• Pinpoint new and potential customers and nurture them through one-on-one relationships

• Monitor your competition, understand your detractors, and see what’s working in your market

• Track popular phrases and keywords; get new content ideas• Locate influencers and decision makers and engage with

them in real time• Discover brand advocates to build your community online

Create brand advocates.2

On social media, you can be the hero your customers deserve.

• Listen to conversation online and engage with customers that are having problems.• Deliver quick, effective one-on-one support.• Be the personable, easy to talk to representative your customers expect.

71% of all customer complaints on Twitter go unanswered.

46% of online customers expect customer service on Facebook. Only 23% of brands provide it.

71% of consumers who experience a quick and effective brand response on social media are more likely to recommend that brand to others.

Amplify your brand, not your expenses.

3

Social Networking is the most popular online activity.

• Chances are, your employees and coworkers are active on social too.

Now you can reach an exponentially wider audience without additional costs or employees.

Empower your team to share your campaigns with their networks to amplify quickly and efficiently.

Your employees and coworkers likely have an average of 111 Facebook friends and 25 Twitter followers.

Tell your story. Captivate your audience.

4

• Youtube engages more 18-34 year olds than any cable network.

• Instagram has more than 200 million active users.

Visual storytelling through social media is more accessible than ever.

Social media campaigns have the momentum to surpass traditional advertising methods.

• @herschelsupply has more than 300,000 Instagram followers

• Their hashtag #welltravelled has more than 40,000 posts—allowing their fans and followers to help tell their story.

Accessories brand Herschel posts product and lifestyle imagery to their Instagram account to tell their brand story.

Through one-on-one conversations, you can make your customers part of your story and create a community around your brand.

85% of consumers say that they’ll change their shopping behavior in response to social media content.

• Conversations and relationships are currency. It’s time to start cashing in.

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SourcesYouTube Insights: Quarterly Insights for Brands from Google and YouTube

Instagram Today: 200 Million Strong

Digital Media Use in the U.S.

State of Social Customer Service

Maritz Research and evolve24 - Twitter Study

Consumer Views of Live Help Online 2012: A Global Perspective