The Coming Change in Social Media Business Applications

Social Media Today // .Biz

WhiTepAper Survey

The Coming Change
in Social Media
Business Applications
Separating the Biz from the Buzz

by Josh Gordon

1
The Coming Change in Social Media Business Applications:
separating the biz from the buzz

introduction

Introduction
a shift is coming in hoW orgAnizATionS uSe SoCiAl MediA
Companies have been using social media primarily as a general communications
tool—mostly for public relations and marketing. That’s about to change, as
businesses discover its value as an essential tool for customer engagement—
providing lead generation, immediate customer contact, and customer interaction.

Four factors are driving this trend. First, due to doing can offer perspective, as well as a bench-
the rapid rise in the popularity of social media, mark for managers to compare their own organiza-
table of contents the number of potential customers engaged on tions’ progress and opportunities.
introduction ............... 2 social media sites was previously underestimated
part i ......................... 3 by many organizations. Second, in the current In order for a benchmark to be useful, it must be
part ii ........................ 5 economic downturn, where there are fewer specific and detailed. To that end, I have divided
part iii ....................... 7 customers in general, finding them and engaging this survey into three parts. Part I is an overview
in Conclusion ............ 11 them are much higher priorities. Third, there is of both current and future intended business use
now a “Main Street” acceptance of social media of social media. Part II focuses on the business
as a powerful persuasive tool. Regardless of use of Twitter, and Part III examines the business
political affiliation, managers everywhere recently use of social networks like Facebook and LinkedIn,
noticed that the largest and most successful with a separate focus on the four general business
social media campaign in history helped elect functions that social media serves: sales, market-
Barack Obama President of the United States. ing, public relations, and internal communications.
Finally, there has been a breakdown in traditional
Methodology: lead-generation programs. With more customer
Social Media Today is an contact moving online, it is easier than ever for a Part I: Overview
online social community client to ignore messages from potential suppli-
focused on issues in the ers. Social media can help break the ice. Marketing and Pr are currently the lead-
social media world. This ing business uses of social Media; sales
and collaborative work lag behind.
survey was conducted of its
members and visitors who
Why this study? Social media is being used in business most often
Social media is getting a lot of media coverage, but as a marketing and public relations tool, while
are actively involved profes-
sionally in social media.
all the attention does not necessarily make it easier uses in sales support and collaborative work lag
The results shown here are to understand which functions are actually useful behind. Almost three quarters of respondents said
based on a sample of 632 in business. This study was designed to provide their organizations use social media for branding,
survey respondents, col- managers with guidance in that area by measuring and two thirds use it for public relations. Only 38%
lected between March 13, which social media tools are being used right now, are using it to support collaborative work, and only
2009, and April 4, 2009. and by whom. A look at what other businesses are about one in four use it to support sales efforts.

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retweet this whitePaPer The Coming Change in Social Media Business Applications:
Click here to post on Twitter separating the biz from the buzz

part i: overview

at your organization, which of the following business when coMPeting for custoMers,
functions do you use social media to improve? sMaller organizations use social
Media More frequently
The smaller the company, the more frequently social
media is used to improve external communications.
Branding 71.8%
information sharing 70.5%
As we compare social media usage at smaller com-
public relations 65.8% panies with 1 to 10 employees to organizations with
understanding customers 56.6% over 1,000, there is a steady decrease in the percent-
lead generation 54.9% age of usage. Companies with 10 or fewer employ-
Collaborative work 38.4%
ees are about 30% more likely to use social media
internal communication 32.1%
Sales support 25.8%
for public relations, branding, and understanding
customers than companies with over 1,000 employ-
0 20 40 60 80 100
0 20 40 60 80 100 ees, and twice as likely to use it for lead generation.

Where larger organizations have more resources
looking to the future, “lead generation” to touch their customers, such as corporate ad-
is the toP business function for which or- vertising, social media may not be as big a priority.
ganizations Most want to use social Media.
“The smaller the However, with less money for outreach programs,
Organizations have shifted priority. With the
company, the smaller companies can make big inroads by
economic downturn, “lead generation” has moved
more frequently focusing more on social media.
social media to the top spot as the business function organiza-
is used to tions are “most considering” for the future. The
improve external two currently most frequently used functions, one to 10 11–100 101–1,000 over 1,000
employees employees employees employees
communications.” branding and public relations, follow behind. This
public relations 70.6% 69.6% 59.1% 51.9%
is a highly significant shift, and is reinforced by
Branding 76.5% 73.0% 67.7% 59.3%
other findings in this survey.
lead generation 66.1% 58.3% 45.2% 29.6%

Sales support 27.1% 25.2% 29.0% 17.3%

on the same list as above, pick the one business understanding 63.8% 57.4% 55.9% 49.4%
customers
function for which your organization is most consider-
ing using social media.

larger organizations use social
Media More frequently for internal
Sales support internal
6.3% communication coMMunications.
1.8%
Collaborative Organizations with over 1,000 employees are twice
work
7.9%
lead as likely to use social media for internal communi-
generation
information
sharing 25.4% cations as companies with 1 to 10 employees, and
11.2%
roughly 18% more likely to use social media for
Branding
understanding
17.3% collaborative work. Larger organizations have more
customers
13.3%
complex and geographically dispersed communica-
public
relations tions challenges. In addition, they often have more
16.8%
sophisticated IT support. They need the communi-
cations services more, and they have the technical
support to take advantage of them.

3

part i: overview

one to 10
employees
11–100
employees
101–1,000
employees
over 1,000
employees
which of the following networks or tools is your
organization currently using?
internal 23.1% 34.8% 34.4% 50.6%
communication
Collaborative 38.9% 33.0% 38.7% 45.7%
work linkedin 79.3%
Facebook 77.2%
Twitter 75.3%
Blogs 68.0%
More organizations encourage the use of youTube 49.1%
social Media than discourage it. online communities of interest 38.5%
It was not long ago that many organizations Forums 30.7%
groups 30.7%
discouraged employees from visiting social media Wikis 27.0%
sites, with many of them blocking access to sites ning 17.6%
MySpace 17.2%
outright. But today, 41.2% of businesses have ratings/reviews 11.5%
employees whose job function includes spending other, please specify 11.5%
Xing 7.6%
time on social media sites, while only 9% report
blocking internal access for employees. 0 20 40 60 80

Whereas 41.9% of organizations report that they
have no corporate policy of any kind regarding as organizations look to the future,
“Some consider the social Media forM they are “Most
social media, 21.8% report having a formal policy
blogging ‘old’ considering” using is blogs.
social media, but for employees who want to blog.
While Twitter and Facebook get the headlines, the
it has proven itself social media form organizations are turning to most
an effective com- Finally, about one in four organizations sponsors
as they look to the future is blogging. Some con-
munication tool. a group on a social network for personal announce-
sider blogging “old” social media, but it has proven
The ability to reach ments and social events.
itself an effective communication tool. The ability
a mass audience to reach a mass audience with a personal point of
with a personal which of the following is true at your organization?
view and invite comments is very powerful.
point of view and We require some employees to spend time on social
invite comments is networks to maintain our company presence. 41.2%

very powerful.” We block access to social networks for some
employees. 9.0%
We have a formal policy for employees who blog or
want to blog. 21.8% on the same list as above, which one social media
We have no corporate policy regarding social media of network or tool is your organization most considering
any kind.
41.9% using social media for in the future?
We have a group on a social network for personal 25.6%
announcements and social events.

Blogs 18.1%
Twitter 17.5%
linkedin, facebook, twitter, and online communities of interest 14.7%
blogging lead social Media services Facebook 13.8%
and activities for business linkedin 13.8%
Four services dominate the use of social media youTube 9.7%
Wikis 5.4%
networks and tools: LinkedIn (79.3% of respon-
Forums 4.1%
dents now using), Facebook (77.2% now using), ratings/reviews 3.6%
Twitter (75.3% now using). Use of blogs follows groups 2.6%
ning
closely behind, with 68% of businesses currently 2.1%
Xing 0.7%
using them. Only 17.2% of organizations use MySpace 0.5%
MySpace for business.
0 10 20

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part ii: business applications for twitter

Part II: on the same list as above, check off the one external
function your organization is most considering using
Business Applications in the future.

for Twitter Keeping top management
in touch with the
organizing financial community
meetings 1.4%
external use of twitter could 6.9%
offering
shift sharPly toward an eMPhasis on products Keeping in
for sale immediate touch
custoMer involveMent. 10.0% with customers
27.3%
For external communications, the business
use of Twitter shows the same shift as seen getting
feedback from
in Part I on the general findings for all social customers
extending a
personal face
15.5% to customers
media forms. That shift is away from general 20.8%
communications, toward a focus on connecting Sharing
breaking news
with the organization’s customers. Right now, 18.1%

the most commonly used external Twitter
function is “Sharing breaking news,” followed internal use of twitter focuses on
inforMation sharing.
by “Extending a personal face to customers.”
Fewer organizations are using Twitter for internal
communications. The top two measured options are
Please check all of the external functions offered by about 20% lower than the top two external uses of
twitter that your organization now uses.
Twitter. The internal focus is on sharing information,
knowledge, and resources, as well as networking.
Sharing breaking news 71.9%
extending a personal face
63.7% Please check all of the internal functions offered by
to customers
twitter that your organization now uses.
Keeping in immediate touch 55.1%
with customers
getting feedback from customers 48.6%
Sharing information 56.8%
offering products for sale 20.0%
professional networking 51.2%
organizing meetings 15.3%
Sharing knowledge and experience 46.0%
Keeping top management in touch
with the financial community 5.8%
leveraging the experience of others 34.4%

0 20 40 60 80 Keeping up on professional developments 34.4%
Asking for instant expertise 32.8%
Keeping a team in immediate contact 30.2%
But as organizations look to the future, they
Coordinating events or meetings 19.1%
are shifting their expectations. Looking ahead,
Coordinating emergency responses 9.8%
their top pick is “Keeping in immediate touch
with customers,” followed by “Extending a 0 20 40 60 80

personal face to customers,” then followed
by “Sharing breaking news.” The future use Looking to the future, the internal uses of Twitter
of Twitter could shift toward greater involvement that organizations plan to use are almost identical
in customer contact (see following fig.). to those of the present (see fig. on next page).

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part ii: business applications for twitter

on the same list as above, check off the one released study from ES Research Group, “The
internal function your organization is most New Social Media: Do They Enable B2B Selling?,”
considering using in the future.
only 4% of sales respondents said that Twitter
had ever directly helped them win a B2B sale.
Keeping up on Coordinating emergency
However, there are also many markets where
professional developments
5.8%
responses
4.1% Twitter is extremely influential.
Coordinating events
or meetings
6.9% Sharing information
22.3%
You can estimate how many of your clients might
leveraging the be using Twitter from a finding in a recent study
experience of others
7.6% by the Pew Internet & American Life Project. This
Asking for professional study found Twitter users to be highly involved
instant expertise networking
9.9% 17.3% with other social media. According to Amanda
Keeping a team in Sharing knowledge
Lenhart, senior research specialist at Pew, “Both
immediate contact and experience
12.9% 13.2% blogging and social network use increase the
likelihood that an individual also uses Twitter.”
Put this inforMation to work: The study found that 23% of social network us-
ers used Twitter or a similar service, while only
“As organizations I initially signed on to Twitter because I once had
look to the future, to sell a high-level Silicon Valley executive who 4% who do not use social networks have ever
the same trend could not be reached any other way. After count- Tweeted. Chances are, if your customer base is
emerges as seen less failed attempts to contact him through more engaged in social media, many will be reachable
in the general traditional channels, his assistant told me, “Josh, by Twitter.
social media and forget the phone, he never answers it. And he
Twitter responses: won’t answer e-mail either, because he thinks it’s Survey respondents also wrote in “other” uses
a shift toward ancient technology that wastes time. He thinks of of Twitter, including: “mindsharing” with industry
more customer himself as a member of the digital elite and says peers; providing thought leadership; educating
communications that the only people who count are all on Twit- others; recruiting talent; providing tech support;
and, in particular, ter.” I quickly signed on to Twitter and got right notifying constituents of upcoming events; moni-
toward prospecting.” through to him. toring for issues regarding products or reputation;
keeping in touch with bloggers; extending com-
Twitter delivers the ability to communicate mini- munities of interest; and customer service.
mally but immediately. As a customer contact
tool, where speed counts, it has great potential. To read examples of how Twitter is being used to
But, that potential is only realized if your custom- connect with customers, click on the following
ers are on Twitter. As of now, Twitter’s market links: Salesforce.com and Bank of America.
penetration is still uneven.
Twitter is also a great way to connect with media
In many B2B markets, Twitter is not effective as outlets. For a long list of media outlets that you
a customer contact tool. According to a just- can connect to via Twitter, click here.

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part iii: business applications of social networks

Part III: network usage. “Sales prospecting by target-
ing ‘self-identified’ new customers” moves up to
Business Applications the top choice, from No. 5 currently, and “Sales
of Social Networks prospecting by social networking” moves up as
well, from third place to second. Moving forward,
There are four general functions that social it seems clear that social networks will be a top
networks are used for: sales, marketing, public lead generation tool.
relations, and internal communications. Each are
measured separately. Here are the findings:
on the same list as above, pick the one sales function
your organization is most considering using in
1. Sales use of social networks the future.

toP uses of social networks for sales
understanding the client’s
are to Maintain and build relationshiPs. company organization
information gathering 5.6%
The most common use of social media networks, in preparation for Sales prospecting
by targeting
sales calls
such as Facebook or LinkedIn, is “Maintaining social 7.7% “self-identified”
new customers
Sponsoring closed 21.0%
contact with clients” (67.6%). After that, about half groups for select
customers (dealers,
of businesses surveyed use social media to achieve larger buyers, etc.)
“Marketing is a “Better understanding of client attitudes” (50.6%).
8.2%
Sales prospecting
part of the Selling products
by social networking
18.0%
shift toward 10.1%

using social Better understanding
of client attitudes
Please check all the ways your organization uses
media as a way social networks—including facebook, linkedin, and
11.6% Maintaining social
contact with clients
to connect Myspace—for sales. 17.8%

and acquire
customers.” Maintaining social Put this inforMation to work:
contact with clients 67.6%
Better understanding
of client attitudes 50.6%
According to Brian Solis, principal at FutureWorks,
Sales prospecting
47.7%
“Human interaction is still human interaction, and
by social networking
information gathering in
40.8%
what it takes to be successful with it has not
preparation for sales calls
Sales prospecting by targeting
38.7%
changed. What has changed is the places where
“self-identified” new customers
understanding the client’s
36.6%
it happens.” Says Solis: “Social media tools help
company organization
Selling products 19.3%
you find conversations that can give you insight into
Sponsoring closed groups for 9.7%
what individuals in your market are saying about your
select customers (dealers,
larger buyers, etc.) product. This can give you an opportunity to engage
0 20 40 60 80
people on their terms, not as a salesperson, but as a
resource, and then get the sale because of it.”

sales use of social Media networks
could shift sharPly toward an eMPhasis I use social networks to find out who my clients
on custoMer ProsPecting. really are. We all vary our modes of conversation
As organizations look to the future, the same trend when we speak to different types of people: an
emerges as seen in the general social media and intimidating boss, a pesky child, a policeman
Twitter responses: a shift toward more customer giving a speeding ticket, or…a salesperson. Often,
communications and, in particular, toward pros- when I “see” two of my clients “talking” to each
pecting. The two sales prospecting options rise other on a social network, their conversation with
dramatically to become the top goals for social each other is very different from my conversations

7


with either of them, as someone trying to sell them. 2. Marketing use of social networks
But when I see clients “talking” to their peers, I toP uses for Marketing functions
learn what is truly important to them, and it is are ProMoting organic Messages and
rarely about me or my product. I look for what they Monitoring custoMer trends.
are passionate enough to write about, how they About half of the organizations surveyed actively
react to each other, what they are afraid of, and promote themselves through organic messaging
who their heroes and villains are. Understanding a (56%), monitor trends among their customers
person’s values and passions is a first step to un- (53.1%), and provide ways for customers to inter-
derstanding them, and a prerequisite to any sale. act with their company (51.5%). About a third use
social networks to research new product ideas
Shel Holtz, principal of Holtz Communication + Tech- (34.1%), while about one in four advertises on
nology, warns about being too “salesy” when you social networks (26.7%).
engage potential clients in a social media environ-
ment: “I see it as a place to build relationships, but Please check all of the marketing functions offered
it’s not for direct selling. That’s not what people want by social networks—like facebook, linkedin, and
Myspace—that your organization now uses.
to receive on Facebook. People are there to socialize,
and if you can offer value though conversation,
“Understanding you can build relationships with those customers. We actively promote ourselves through
organic messaging 56.0%

a person’s values If you pitch them, they will ignore you, or worse. We monitor trends among our customers 53.1%

and passions is We provide ways for customers to
interact with our company 51.5%

a first step to Dan McCarthy, chairman and CEO of Network Com- We research new product ideas 34.1%
understanding munications Inc., shares that he becomes better at We started a user group (or groups)
for customers
30.1%
them, and a reaching out to new clients as they get to know him
We advertise on social networks 26.7%
prerequisite to though his personal profile and postings on social
We sponsor interactive content online 19.2%
any sale.” media sites. Years ago, McCarthy realized that the
We use online focus groups 18.8%
people with whom he had the best business relation-
ships were also those who knew the most about 0 20 40 60 80

his personal side. Says McCarthy, “If you connect
the way you live to the way you make a living, you
toP Marketing use of social networks
create an incredible degree of authenticity, which is shifts toward Providing ways to interact
what today’s digital generation is looking for in the with custoMers.
people they work with. My professional identity and Looking ahead, we see the same trend repeated
my personal identity are very connected.” as organizations refocus their social media
toward customer-focused programs. The top
Survey respondents also wrote in “other” uses of choice moving forward is “We provide ways for
social media for sales, including: project oppor- customers to interact with our company,” which
tunity identification; posting discount codes on is only the third most-used marketing function
Facebook and Twitter; promoting educational col- at present. Marketing is part of the shift toward
lateral and events; listing salespeople in LinkedIn using social media as a way to connect and
profiles; and highlighting case studies. acquire customers.

8


on the same list as above, pick the one marketing jump in to become the resource for the community.”
function your organization is most considering using Monitoring and reacting to customer behavior is key.
in the future.
Ari Herzog, principal of Ari Herzog and Associates,
learned that firsthand when a new pizza restaurant
We research new
product ideas opened in his town. Herzog tried it, liked it, and
6.9%
We use online
We provide ways for wrote a positive review of it on the social media
customers to interact
focus groups
7.5%
with our company review site, Yelp. A few months later, when he re-
20.8%
visited the restaurant with his mother and sister, he
We sponsor interactive
content online was surprised when a waiter came by with a free
10.6%
order of chips and salsa as a thank you for the
We actively promote
We advertise on
social networks
ourselves through review. What kind of impression did that make?
organic messaging
10.6% 19.1% Herzog shared the story with me when I inter-
We started a user group
(or groups) for customers viewed him, and now you are among thousands
11.4% We monitor trends among
our customers reading about it here. Now that’s good marketing!
13.0%

Herzog’s enthusiasm is typical of what social
media can do for any brand. Says Dan McCarthy:
“The Holy Grail for a marketer is positive word of
Put this inforMation to work:
mouth. If you can capture this, it is the highest
According to Dan Schawbel, social media special-
means of converting prospects to sales, and at
ist at EMC Corporation, and author of the book,
the least expense. Social media is a way to super-
Me 2.0: “Social media tools are popular marketing
charge word of mouth.”
tools because they are free, people are already
using them, and there’s an opportunity cost for not
Survey respondents also wrote in “other” uses of
getting involved today. Depending on your line of
social media for marketing, including: showcas-
business, certain social networks will work better
ing case studies, running a professional group on
for you than others. It’s all about aligning business
LinkedIn, and communicating with media outlets.
strategy to the use of each tool. Otherwise, you’re
Link to an extensive list of social media marketing
wasting time and not reaching the right audience
examples on Peter Kim’s blog, “Being Peter Kim.”
with the right message on the right network.”

Brian Solis indicates that there could be more going 3. Public relations use of
on in social networks than you realize. He poses social networks
the question, “If a conversation takes place online social networks serve a variety of Public
and you’re not there to hear or see it, did it actu- relations functions.
ally happen?” In fact, there might even be dangers The four most common public relations functions
in not participating. Says Solis, “Conversations are using social media are: maintaining a company pro-
taking place, with or without you. If you’re not part file page (66.6%); using social networks to distribute
of the conversation, then you’re leaving it to oth- press releases and news items (59.3%); monitoring
ers to answer questions and provide information, and responding to mentions of the company and its
whether it’s accurate or incorrect. Or, even worse, products (58%); and interacting with bloggers and
you may be leaving it up to your competition to members of the traditional press (54.6%).

9


Please check all the public relations functions Public profiles provide a way for businesses to talk
offered by social networks—like facebook, linkedin, to consumers and understand them. Some of the
and Myspace—that your organization now uses.
most successful public profiles are those that cre-
ate a genuine dialogue with their fans.”
We maintain a company
profile page 66.6%
We use social networks to distribute
59.2%
Link to two great examples of company profile
press releases and news items
We monitor and respond to
pages: Dell and Visa.
mentions of our company or products 58.0%
We interact with bloggers, as well as
54.6%
with members of the traditional press Survey respondents also wrote in “other” uses of
We sponsor group(s) to answer
customer questions 19.6% social media for public relations, including: updat-
We have a formal blogger
relations program 15.4% ing fans and customers on company news; pro-
other, please specify 8.0%
moting company events; registration for events;
maintaining an alumni group for past employees;
0 20 40 60 80
and promoting a fundraising program.

Looking to the future, organizations plan no
changes in how they use social networks to sup- 4. Use of social networks for
“Some of the internal communications
port their public relations efforts, with future uses
most successful organizations can save exPense by using
being identical in sequence and proportion to
public profiles are existing social networks to create work
current use.
those that create a grouPs where docuMents, schedules, and
genuine dialogue coMMunication are shared collaboratively,
Put this inforMation to work: froM anywhere on earth.
with their fans.” Public relations professionals would do well to While there are security concerns with posting
monitor social networks for activity about their potentially sensitive internal communications
organization and products. Shel Holtz, calls this on a third party’s network, the irresistible “free”
essential: “If you are monitoring, you can be part cost for simple groups is motivation for many.
of the conversation. Social media is becoming Currently, the top uses of these services are
the communication channel for breaking news. “Sharing documents” and “Maintaining commu-
Remember that the first reports of the US Airways nication with teams.”
flight that water-landed in the Hudson River were
first reported on Twitter by someone with a cell Please check all the internal workflow functions
offered by social networks—like facebook, linkedin,
phone on a nearby ferry. If your company gets in and Myspace—that your organization now uses.
the news, you may find out about it first by moni-
toring social networks.”
Sharing documents 42.1%
Maintaining communications
The other PR function unique to social media is with teams 42.1%

the ability to post a company profile page. Some Creating “intranet-like”
34.5%
internal communications
companies take this free service more seriously Coordinating internal
schedules and events 29.6%
than others. Annie Ta, from Facebook’s corporate Creating “intranet-like”
communication for work 27.0%
communications team, says: “We encourage collaboration
Creating internal
businesses to really engage with consumers on work groups
24.8%

their profiles. For example, businesses should 0 20 40 60
update their status, post videos and photos, and
start discussion threads with their consumers.

10

in concLusion

Looking ahead, the use of social networks to help As organizations invest in social media programs,
internal workflow will remain similar to usage today incorporating this shift into the plans should be
with one difference: Fewer organizations will use considered a high priority.
social networks for file sharing. Among current
uses, “file sharing” is tied with “maintaining com- Skeptics might say that a more customer-centric
munication with teams” for the top use. For the approach is natural in a recession when busi-
future, it drops to fourth place, near the bottom. ness is scarce. But a recession is not just a time
of slow sales. More significantly, it is also a time
on the same list as above, pick the one internal when the pace of change accelerates, and the
workflow function your organization is considering
using in the future. competitive landscape of industries is reshaped.

Creating internal
work groups
A research study done by Bain & Co. in the after-
8.4% Maintaining math of the 2001 recession discovered that com-
communication
Coordinating internal
schedules and events
with teams petitive change during the recession occurred at
20.0%
9.3%
about twice the normal rate. In addition, compa-
nies that changed competitive positions against
Sharing documents
11.6% Creating one another during the recession remained in
“intranet-like”
communication their new rankings long after it had passed.
for work
Creating “intranet-like” collaboration
internal communications 16.3%
13.4% In 1929, rival cereal makers Kellogg’s and Post
were in a close race to win the emerging cold
Put this inforMation to work: breakfast cereal market. Through the Great De-
The results speak for themselves here, and since pression that followed, Kellogg’s maintained an
not much is changing, there is little to add. aggressive marketing posture, while Post slashed
its ad budgets. When the slow time ended, Kel-
Survey respondents also wrote in “other” uses of logg’s had a market advantage over its rival that
social media for internal workflow, including: train- it maintains to this day—almost 70 years later.
ing, building bonds with remote teams, and general (More on that story here)
social use with no professional communications.
It would be a mistake to assume that this shift
toward customer-centric usage of social media
In Conclusion is temporary. In fact, the shift toward customer
engagement, and away from general communica-
This study is the first to document the coming tions, shows a more important role for social me-
shift in the use of social media—from a helpful dia use at organizations. As Peter Drucker, known
tool for a variety of communication needs, to an as the father of modern management, said, “The
essential tool for customer engagement. purpose of a business is to create a customer.”

about the author: Josh gordon is president of Selling 2.0, where he works to improve the
performance of organizations and sales teams with research-based training and consulting services.
An internationally recognized expert on selling, he has written four books on the subject. For more
information, visit www.Selling2.com.

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The Coming Change in Social Media Business Applications

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