Better customer engagement via social media

Digital marketing intelligence website eMarketers reports that social media marketing software company Awareness came out with a study in July of this year that pointed to  "better customer engagement" being a top business objective for social
media. The Awareness study cited 78% of respondents viewing it "as a leading business objective,
followed by 51% who said revenue generation was a lead objective". These
objectives focus more on relationship building and tying social media
back to business results, showing marketers want to go deeper with their
social media work than just counting fans. However, as eMarketers' graphic from an earlier report pasted below shows the ability to track its impact on revenue is limited at best with many respondents suggesting their use of social media extends primarily to promote brand awareness. 

Deepest Level of Social Media Impact that Their Company/Clients Can Track According to Companies* and Agencies Worldwide, Aug 2012 (% of respondents) 

Yet as companies employ better metrics they are finding that that a significant majority of marketers were investing more to increase their social media presence across different platforms  while also increasing the frequency of content published. A plurality said "they would
invest in better integration of social marketing into other marketing
initiatives" while working  towards better integration of
social marketing throughout their organizations.

Attempting to bridge the foregoing gap is enterprise collaboration and community software company, Telligent. The company recently announced two new software developments called Telligent Community 7.0 and Telligent Enterprise 4.0 where Telligent 7.0 is touted as being able to "evolve customer service from a cost center into a revenue driver" while Telligent Enterprise 4.0  will "empower employees to better know, engage and
serve customers. Combined, the latest releases provide a complete,
360-degree view into social customer experience."

At a broader systemic level Telligent also claims to address the issue raised by eMarketer wherein "services integrate social throughout the workplace. You can add social
engagement to enterprise systems for document management, human
resources, ERP and other point solutions; pull information from these
systems for broader viewing; and even connect employee social networks
with external, customer and partner-facing communities." Other innovators will surely follow and bring about a comprehensive social media platform that gets at the nub of the problem: revenue enhancement by optimally meeting customer expectations


Published by

Vijay Dandapani

Co-founder and president of a New York based hotel company for 24 years. Grew the firm to five hotels in Manhattan and also developed a greenfield project at MacArthur airport, New York. Speaker at numerous prestigious forums including Economy Hotels World Asia, Lodging Conference, NYU, Columbia University Real Estate Roundtable, Baruch College's Zicklin School and ALIS. President and ceo of New York City Hotel Association since January 2017.