Over the last 2 years there has been a noticeable shift in our client base at immediate future. No longer are we just working alongside PR or marketing folk – something that is nicely expressed in the infographic below.
Social isn’t simply an extension of a marketing campaign. It’s become integral to the way the business does business across multiple functions. It’s become the oil in the machine.
As you can see below, customer experience and employee collaboration are becoming important areas for social. We often find ourselves talking to customer service directors or even customer experience directors. What is clear is social media is helping to define the relationship between the organisation and the customer base as a channel for service and support.
And thankfully, businesses are waking up to the immense power of social data – the real-time interaction between consumers and consumers and consumers and brands is providing large amounts of insight.