Nearly all (95%) of top brands are active on Twitter, and 23% of top brands have Twitter handles dedicated to customer service, according to a Simply Measured study. But how effectively are brands responding to the tweeted requests, concerns and complaints of individual consumers? A new study by CRM analyst Ashley Verrill revealed that many of these tweets go unanswered — over the course of 4 weeks, brands responded to only 14% of the tweets sent. Read →
Australian ranks fourth worldwide in social media penetration – with 44% of the population using social media – and businesses are rapidly moving to engage consumers in this space. A new report by The Australian Interactive Media Industry Association looks at social media use among Australian businesses and consumers. Read →
The Fortune Global 100 companies were mentioned online a total of 10.4 million times in one month, from blogs to forums to social media. The majority of these mentions – 5.6 million – happened on Twitter. The Burson-Marsteller Global Social Media Check-Up analyzed the activity of the Fortune Global 100 companies on Twitter, Facebook, YouTube, Google+ and Pinterest. Read →
BRANDfog recently released their 2011 Social Media and Leadership Report, which asked the question “Do you believe that CEOs who engage on social media are better equipped to successfully lead a company today?” The results indicate that both consumers and employees regard CEOs who engage in social media favorably — and this positive image reflects on brand perception as well. Read →
When companies first began using social media to connect with customers, most large corporations viewed it as a marketing tool that needed to be tightly controlled from headquarters. Lately, however, many companies—with retailers leading the way–are beginning to trust their far-flung troops with the power to speak for the brand on social media, including big names like REI, Whole Foods, Radio Shack and more. Read →
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