After a quick intro from Jeremiah Owyang, Jan Rezab from Social Bakers set the bar for today’s Social Business stream.
Asking us to remember two words from his presentation – socially devoted. #Sociallydevoted
With 80% or 90% of companies in social media now only 30% are actually doing it correctly. According to Jan’s manifesto, correctly is:
- Opening up your wall to fans questions.
- Responding to fan questions – respond to at least 65 of questions posed to your brand on Facebook.
- Communicate in a timely fashion – the industry standard is 28hrs
You can now find a list of socially devoted companies on social bakers.
The main headlines include a saddening statistic, given the uptake of social media marketing – that 70% of all fan questions on Facebook go unanswered. The equivalent of not answering more than 2/3rds of your incoming calls!
Interestingly, despite our perception as users, Airlines and telcos as an industry, topped the list in response rates.
For brands, there is also a name and shame list of all brands with some surprising names at the bottom of the list…
As a parting note, Jan offers:
“Social media is about being personal, please don’t automate responses! ”
Wise words indeed.