Social Media And How Enterprise Needs To React To It

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It has become increasingly important for enterprises, irrespective of size, to have a strong social media presence across various platforms – and a modern social media monitoring solution to help manage the effort.

Effective social media marketing helps customers connect with a brand on a personal level and increases brand loyalty and customer retention. Advertising on social media is a cost-effective way to distribute content and promote business. Popular social networks like Facebook, LinkedIn and Instagram provide effective content distribution options for target markets. Marketers also can customize content based on their customers’ location, gender, age, interests, behaviors, job title and other personal factors. And they can track and measure content performance in real time.

An effective social media management strategy ensures strong brand presence on leading platforms and can help a business grow its customer base and improve sales. Social media management and similar solutions available today (which are examined in an upcoming ISG Provider Lens report) help organizations set, execute and manage their social media strategies. For example, HP partnered its support community with leading social media management solution Lithium to deepen customer engagement and improve response and resolution rates. The Lithium solution empowered HP customer service agents to effectively and efficiently engage with customers over social media channels. The program led to a significant year-over-year increase in registered users, reduced first response time and improved first contact resolution time.

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