E-Commerce and Retail brands in the US are both evolving to make social customer care a big priority. But E-Commerce brands are falling behind their retail rivals.
It’s true. Although Facebook is still where many users turn for customer care on social media, Twitter has been making headway over the last year.
Yesterday we looked at how Response Rates are going up around the world. Today, we’ll give you the global lowdown on Response Times. Are brands speedier than ever, or slower than before?
It’s time. We’re excited to announce the Socially Devoted results are in for the last quarter of 2013. Socially Devoted is Socialbakers’ quarterly review of Social Customer Care activity on Facebook and Twitter. It looks at how well companies respond to social care requests around the world and sets benchmarks against the top brands, industries, and countries. It’s the globally-respected standard for companies that do social customer care well.
The NFL playoffs may have just ended, but in addition to the Broncos and Seahawks match up, there’s another frantic battle being fought. With millions of dollars already spent on this year’s game, the annual slug-fest between some of the biggest advertisers in the world has already begun, each with one goal – to have the most effective and engaging Super Bowl ad on February 2nd.
To see the current state of social customer care in the US, look no further than the recent Polar Vortex. Early this January, the frosty calamity gripped most of America in its icy spell, posing a huge test for the social media teams of both airlines and airports. The awful weather conditions wreaked havoc for everyone in the industry, leaving thousands of flights cancelled, airports shut down, and many passengers confused, frustrated, and furious. But because this is 2014, instead of dialing the phone for customer service, a large number of travelers took to the web with their polar problems.
Three years ago, we noticed that brands were not seizing the opportunity to do good social customer care. So, we created the Socially Devoted quarterly reports and awards, to talk about the progress of the industry and reward the best practices of devoted brands.
Great news for social media professionals everywhere. Socialbakers’ popular free monthly Social Marketing Reports (previously called regional and industry reports) have gotten even better with the latest December 2013 release, available now. In addition to the Facebook stats you’ve always gotten, you can now see social media results for Twitter and YouTube – still all FREE!
Now that 2014 is in full swing, the number one New Year’s resolution for social media managers should be to get a fuller understanding of their Facebook metrics.
Whether or not you’re jumping on the bandwagon, native advertising is in full motion. Big stories will appear this year on what works and what doesn’t. But before we get all shook up, let’s take a closer look at what native advertising represents to marketers and viewers in 2014.