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/
Today’s savvy
Customer Service
groups are not only
adopting social
media, but are
actively integrating
interactions in
social media
with traditional
channels.!
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 3/12
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…businesses can no
longer rely on traditional
PR, Marketing, Advertising
and Customer Service
strategies to engage this
new group of consumers.!
Facebook topsGoogle in weekly tra c in the U.S.
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 4/12
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1 in 5 couples meet online.1 in 5 divorces are blamed
on Facebook.
A new member joins LinkedInevery second.
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 5/12
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Marketing departments...
are typically not
accustomed to respondingto customer inquiries on a
real-time basis.!
Generation Y and Z consider email passé;
many opt to useFacebook messaging
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 6/12
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…customers who engage
effectively with companies
over social media spend 20
to 40% more money…!
Social gamers will buy $6B in virtual goodsby 2013 compared tomovie goers who buy
$2.5B in goods.
If Wikipedia weremade into a book, it would be over 2.25M
pages and take 123 years to read.
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 7/12
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impact the brand’s equity.!
Women between theages of 35 and 45+were edging out themen in worldwide
Facebook usage(68%) and Twitter
usage (59%) in 2011.
Average number of friendson Facebook is 130; Average
number of followers onTwitter is 126
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 9/12
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Women follow 2% more people on Twitter &
post 12% more tweetscompared to men.
Average time spent of Facebookis 23.2 minutes/day with anaverage of 40 visits/month.
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 10/12
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If a Customer Service
department leads the social
customer interactions, then
a company can have more
success.!
Average time spent onTwitter is 11.5 minutes/day and 36% tweet once a day.
37% of Twitter users
tweet from their mobile device.
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 11/12
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The socially-enabled contact center can
be a proactive and real-time response team
for the marketing department to assist in
protecting the company and the brand.!
7/31/2019 La Empresa Social Ylas Redes Social Es
http://slidepdf.com/reader/full/la-empresa-social-ylas-redes-social-es 12/12
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