Article

Linus Gregoriadis
Linus Gregoriadis 16 January 2018

How does social engagement contribute to the overall customer experience? New research!

It is now widely accepted that companies offering an excellent customer experience (CX) are more likely than their peers to deliver against their commercial objectives. New research from Digital Doughnut and Hootsuite is dedicated to looking at how companies are using social media channels in the context of their broader CX strategy.

Digital Doughnut has teamed up with social media technology company Hootsuite on a survey which explores how enterprise businesses are harnessing social to improve engagement at different stages of the customer journey.

As well as receiving an advance copy of the report, research participants will be entered into a prize draw to win £250 (or $300) worth of Amazon vouchers. The deadline for taking part is Thursday 25 January, 2018.

The research, which is being conducted by Digital Doughnut’s sister company London Research, looks at the types of strategy, culture, processes, technology and data that companies need to utilize social media effectively. The survey is aimed at client-side marketers working at large organizations.

The social channel continues to represent an enormous opportunity for businesses, with around 2.5 billion people globally estimated to be using social media, according to data gathered by Statista.

A company’s social activities come in various forms, including everything from customer service and promotion of content, through to social listening and use of data to inform product and service development.

The research will contend that social engagement needs to be seen as part of the bigger CX picture. According to Forrester’s Customer Experience Index, brands identified as CX ‘laggards’ achieved average growth of only 3%, a full 14% less than top performing companies.

The research will explore the extent to which companies have an overarching strategy for their social initiatives, and where within the organization ownership should sit.

As well as providing insightful data points, the report will also look at what success looks like in this sphere, and what companies must do to take their social strategies and tactics to the next level.

Take part in the survey now to receive you advance copy of the report, and for a chance to win £250 (or $300 of Amazon vouchers). 

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