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1. 86%
of marketers believe that by
2020. they will own the entire
customer experience.
78%
of marketers say that customer
experience is important or very
important to their marketing strategy.
REACTIVE
The Evolution of the Social
Media Manager.
PRODUCT-CENTRIC
The modern SMM evolved
from the boom of social
media networks in 2007.
It started as a curiosity and companies would
create profiles as an easy way to talk about
themselves and get the attention of the
customers.
SMMs distributed content that invited audiences
to buy the products, or like their pages.
The role of the Social Media Manager is ever-changing - technologies advance, social networks grow and
customer expectations are higher than ever. We’ve broken down this evolution in 5 key stages. Where do you
stand in this journey?
Customers start asking
more and more
questions on social
…and expect answers on the same
channels. Some SMMs picked up on that
and used it as a way to establish a good
reputation.
STRATEGIC
Data dominates all
decisions on social and is
the basis of solid
social media
strategies.
The need for an omnichannel experience
appears. Social media channels
supplement the products, and help with
differentiation.
PROACTIVE
The brand-customer
power shift. Customers
begin to realize they
have the upper hand.
Social media channels are starting to be
overcrowded, and attention is reserved
only for the best content, and for brands
that put the extra effort in engagement.
Listen tools help SMMs to keep track of
important mentions cross channel & react
accordingly. SMMs also start relying more
on data to make informed decisions.
CUSTOMER-CENTRIC
There is a need for
more data, from all the
brand-customer
interactions, that tells a
story and helps build a
cohesive customer
experience.
At the same time, SMMs start realizing
the potential in investing in 1:1
engagement and brand advocates.
Customer lifetime value and building
brand loyalty are key for all brands.
Source: Marketo & The Economist Intelligence UnitSource: Customer Experience Trends Report 2016, Falcon.io
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and offer an improved customer experience?
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