Regus: A Social Recovery Report

A Social
Recovery
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A global survey of business use of social networks
June 2011

Management Summary
• Business use of social networking continues to grow as a means of winning new
business. 7% more companies have found new clients through business social
networks compared to Q2 2010 (up from 40% in July 2010).

• These companies are also more commercially successful. A higher proportion of
them report increased revenues and profits compared to those that do not use
social networks to acquire new business.

• Globally, 5% more companies using social networks to win new business
recorded increased profits, and 6% more achieved increased revenues,
compared to those who do not prospect through social networks.

• A year ago only 27% of companies actively devoted marketing budget to social
networking, but now over two fifths say they do (34%).

• Social networking is also commanding greater budgetary attention from firms;
39% are devoting up to 20% of marketing budget to this activity.

• A majority of businesses (52%) use social networks to interact with and to inform
existing customers, virtually unchanged since 2010.

• Most businesses (74%) agree that social networking is an essential activity for
success, however, 61% believe that single channel social media campaigns will
not be successful if other media are not involved.

Regus Business | A global survey of business use of social networks | Issue 1 | June 2011 | Page 2

Social Networking spreads its wings

Social networking rapidly and pervasively has become
a part of our personal lives. With Facebook declaring
more than 500 million active users, more than 2.5 million
websites linked to the renowned social network1, and
even had a Hollywood film made about its founder, it is
undeniable that the social networking phenomena has
taken a hold.
But social networking extends far beyond Facebook and across the globe the social
networking space is competitively contended by platforms like the Chinese Renren,
formerly Xiaonei, now counting 160 million active users2 and Orkut which dominates
in Brazil and India boasts 100 million users. In spite of geographical variations in
popularity of one specific network over another, social networking’s common thread
is rapid growth. Another feature that social networking shares the world over is the
interest shown by businesses in not merely using these platforms as media on which
to passively post banner advertising, but as a channel with which to interact with
potential and existing customers. Twitter can already boast 175 million users and
95 million tweets a day. Since social plug-ins launched in April 2010, an average
of 10,000 new websites integrate with Facebook every day. In February 2010 1.6
million Facebook pages belonged to local businesses highlighting how pervasive the
phenomenon is.3 In France one in four social networking users is reported to like or
be a fan of a brand and this rises to one in three users in the UK.4

In the USA social networks have now overtaken even search engines as the most
visited websites and over half of adults visit a social networking site every day.5
Facebook reports that there are now 250 million users who access the network
through their mobile phones.6 In its 2010 Social Networking report, Experian
Simmons found that 68% of USA users had shown support for a product, service or
company by becoming ‘fans’ or ‘friends’ of a page or group and 57% had ‘liked’ a
product, service, company or group.”


Social Networking spreads its wings
As well as business use of personal social networking sites to promote services to
consumers, there is also a growing appetite for professional social networks such
as LinkedIn, Viadeo, Ryze or Xing. Latest data from LinkedIn shows the network
has reached 101 million users mainly from North America (47%), Europe (23%) and
Asia (14%).8 France based Viadeo, now accounts for 35 million professional profiles.
And Xing, based in Germany, increased its number of users by a solid 20% in 2010,9
although its half a million Chinese members are experiencing access problems.

With social networking occupying an ever greater part of consumer and business
attention, reports are also indicating that marketers are spending more time using
social media professionally. 58% of marketers are reported to be using these
networks for six hours or more each week and 34% are devoting 11 hours or more
to this activity. In addition to this, evolving experience in the social media arena goes
hand in hand with greater attention and time devoted to the channel with 63% of
people with over three years experience spending more than 10 hours a week on
social media activity.10

1
Facebook, Statistics, April 2011
2
Bloomberg, China networking site Renren to plan $500 million IPO, 20th February 2011; International digital marketing, Social Media:
3
Facebook challenges Google in search, 16th March 2011
4
Twittter, Twitter stats, April 2011; Facebook, Statistics, April 2011; Insidefacebook.com New Facebook Statistics Show Big Increase in
Content Sharing, Local Business Pages, 15th February 2010
5
Bazaarvoice, CMOs on social marketing, 2011
6
Experian Hitwise, The 2011 Digital Marketer bench mark report, April 2011
7
Facebook, Statistics, April 2011
8
Experian Simmons, The 2010 Social Networking Report.


Work practices evolution

Although much attention has been devoted to personal
use of social media and the relationship between
brands and consumers on these platforms, there is
little information available to describe the use business
people make of professional social networks.
As the working world evolves to adapt to more supple, subtle, web-connected
ways of doing business, changes have affected both the mentality of workers, who
are able to reach out to professionals in their networks for advice and employment
opportunities, and the reality of workspace practices that are becoming more flexible
in terms of time and location.

As a pioneer in the changing use of work environment and a keen observer of
business trends around the world, workspace provider Regus tapped into its
million-strong contact database to provide a state-of-the-nation picture of the reality
of business social networking practices globally. This survey of over 17,000 senior
managers and business owners in 80 countries aims to provide greater insight into
the mainly anecdotal understanding of business social networking.


Growing role of professional networking
Reflecting the rapidly ascending parabola of social
media, this professional social networking research
found that as many as 47% of firms globally are
successfully using social networking to find new
business, 7% more than a year ago. China and India
are leaders in this activity with fully 65% of Chinese firms
and 61% of Indian firms declaring that they successfully
use social media to acquire new customers.
The Netherlands (57%) and Mexico (55%) follow shortly behind. The USA (43%),
France (43%), UK (41%), Australia (40%) and Canada (40%) all remain polarised
around the 40% mark indicating that although social media is becoming a more
common business acquisition tool it is still not quite a majority activity.

Belgium (34%) and Japan (23%) are found at the other end of the spectrum with
sub-par use of social networking to fuel new business acquisition. Particularly in
Japan, where social network Mixi, with around 14.5 million active users, is more
popular, social networking is of a different nature focusing more on personal blogging
and instant updates. Professional social networking is a less culturally relevant
concept and yet to make inroads.11

44% of businesses globally also believe that more new customers are reaching out
to them through social networks. China (65%) and India (58%) are yet again at the
forefront of this trend followed by the Netherlands (55%) in Europe. Japan (21%)
and Canada (36%) are less optimistic on this front suggesting efforts in otherwise
successful Canada are mainly due to aggressive social networking action rather than
passive receipt of enquiries.

8
LinkedIn, demographics and statistics 2011
9
Xing, A fantastic year for Xing, 1st March 2011; Xing, Xing not available in China, 1st April 2011
10
2011 Social Media Marketing Industry Report, Social Media Examiner


Growing role of professional networking
We successfully use social networks to find new customers

2011 2010
China 65% 44%
India 61% 52%
ND 57% 48%
Mexico 55% 50%
Spain 53% 50%
DE 52% 41%
SA 51% 43%
Global Average 47% 40%
USA 43% 35%
France 43% 33%
UK 41% 33%
Australia 40% 41%
Canada 40% 34%
BE 34% 27%
Japan 23% 30%

11
Bloomberg, Facebook may not be dominant in Japan, Zynga says, 7th February 2011


Social Benefits

The most positive and significant indication of the
importance that social networking has achieved in
businesses is the finding that a higher proportion
businesses successfully using social media to acquire
new business are experiencing a rising profits (+5%)
and increasing revenues (+6%), compared to their
counterparts who do not use social networks for new
business acquisition.
44% of This positive correlation between social media pro-activity in prospecting and
improved business performance was particularly noticeable in Western economies
businesses such as the UK, the USA, Canada and the Netherlands. In the Netherlands the
believe that more differential between social network users and non-users was +21% for revenue
rises and +17% for increasing profits. Canada also reveals a striking performance
customers are gap - +18% reporting rising revenues and +19% rising profits. In the UK 17% more
coming to them companies using social networking for new business recorded an increase in
through social revenues compared to non-users; and 15% more declared they had experienced a
rise in profits. Finally in the USA 11% more active social networkers were profitable
networks than and recorded higher revenues than companies who did not.
previously
Surprisingly, in socially active China slightly fewer companies using social media
for acquisition were profitable (2%) than those not venturing into social networking,
perhaps indicating that social networking in China is mainly national and therefore
less apt to reflect and boost the international aspirations and activities of Chinese
business. In addition, the extremely positive performance of Chinese business is likely
to mask any variations resulting from social networking.12

44% of businesses globally believe that more customers are coming to them through
social networking than previously. This is particularly true of China (65%) and India
(58%) where a dynamic and aggressively growing economy is fuelling take up of new
technology and demand, but it is also true in the Netherlands (55%). In Mexico, where
one out of three social network users is a fan of a company and on average 4.11 hours a
day are spent by every user surfing the web 50% of companied reported that they had
seen an increasing number of customers reach out to them through social networks.13

Japan and Canada are less optimistic, with only 21% of the former and 36% of the
latter declaring that customers had come to them through social networking. In
the case of Canada this suggests that while business is ready to pro-actively seek
out customers the recovering economy is not yet so buoyant for demand to drive
customers to seek out providers via the relatively novel channel of social networks.

12
Regus, Gearing for Growth, April 2011
13
TTV Media News, Social Networking makes impact on advertising in Mexico, 29th April 2011


Social Benefits

Experienced revenue increase in the past year

Companies NOT Companies using Com
using social networks social networks to soc
to acquire new business acquire new business acq
Australia 50% 57% Australia
Belgium 61% 65% Belgium
Canada 45% 63% Canada
China 79% 69% China
Germany 64% 65% Germany
France 48% 50% France
Global Average 48% 53% Global Average
India 64% 69% India
Japan 21% 36% Japan
Mexico 40% 36% Mexico
Netherlands 40% 61% Netherlands
South Africa 56% 46% South Africa
Spain 32% 33% Spain
UK 31% 48% UK
USA 39% 50% USA

Experienced revenue increase in the past year

Companies using Companies NOT using Companies using social
orks social networks to social networks to networks to acquire
usiness acquire new business acquire new business new business
57% Australia 42% 52%
65% Belgium 60% 49%
63% Canada 36% 55%
69% China 64% 62%
65% Germany 53% 56%
50% France 32% 31%
53% Global Average 39% 44%
69% India 56% 63%
36% Japan 21% 30%
36% Mexico 31% 22%
61% Netherlands 33% 50%
46% South Africa 36% 38%
33% Spain 18% 19%
48% UK 25% 40%
50% USA 32% 43%


Staying connected

While it is true that the vast majority of personal social
network members use their accounts to keep in touch
with family and friends, sharing photos and invitations
to events as well as personal information such as ‘likes’
and ‘status updates’, business social networks allow
professionals and companies to share with their clients
and staff the latest news, initiatives, company results
and history or individual CVs. Many networks offer the
opportunity to join similar interest groups and
post discussion.
The most Given the personal use made of social networking and the applications available to
the business public it is not surprising that the natural development for business use
common use of of social networks should be to keep in contact with customers and clients.
social media is to These are usually existing contacts, or individuals who are happy to become
connected to a brand they have a relationship with and by following a feed, joining
keep customers a group or liking a page they are kept up to date with the latest information from
up to date product recalls, to news, to latest press articles or even events and promotions.

Our research supports anecdotal evidence that the most common use of social
media is to keep customers up to date (52%) – showing little change to our 2010
findings (51%). Significant variations are revealed on a country-by-country basis with
China overwhelmingly more active on this front (79%), and Japan (37%) and Belgium
(34%) trailing behind. Around half of businesses in most Western economies are
active on this front: 48% of UK businesses, 50% of USA firms and 54% of
Spanish companies.

Firms in Germany and the Netherlands (61%) stand out in Europe for their effort on
this front while France lags behind at 41%. Fully 60% of Mexican companies devote
effort to keeping in contact with existing customers on social media platforms.


Bumping up budgets

Compared to a year ago when 27% of companies
globally devoted budget to social networking activities
in order to keep customers up to date, this year over a
third of companies (34%) devote marketing budget to
this activity. In particular Chinese (63%) and Indian (45%)
companies lead in this activity, but 38% of South African
and Dutch companies also declare they devote budget
to social networking with existing customers.
34% of companies In France only 19% of companies set budget aside for this activity although 28% of
companies declare they are increasingly planning to devote a portion of marketing
now devote budget to social networking.
budget to social
A survey by Yougov and Avenade highlights how 20% of consumers vent their
networking dissatisfaction with a company through the social media channel,14 highlighting
that although marketing is generally the department devoting budget to social
networking activities, business use of professional networks goes well beyond the
single department and spans customer service, sales and recruitment. In its 2010
Social Recruitment Survey, recruiting software platform Jobvite found that 73%
of companies in the USA were using social media to hire new staff and 9% were
planning to start doing so.15

Confirmation that social networking has achieved full status of marketing tool
and is no longer seen simply as a nice-to-have is given by the finding that 35%
of companies plant to devote a greater potion of marketing budget to managing
their company’s social media presence and activity. Yet this has to be viewed in
proportion. Fewer than a third of companies in the UK (30%), the Netherlands (31%),
Australia (32%) and France (28%) are dedicating an increasing official part of budget
allocation to social networking. In the Netherlands, which is otherwise very active
on the social networking front this may be an indication that a balance within the
marketing mix has been reached. More than two fifths of South African companies
on the other hand (42%) declare that this activity is benefiting from a greater
proportion of budget.

Although globally 34% of companies devote no budget at all to social networking,
39% have set aside up to 20% of their marketing budget for this activity. This is an
important indication that social networking has acquired a significant, if minority,
portion of marketing spend.

14
Avenade, Only one in twenty consumers believe businesses have improved customer service since the start of the recession, March 11th 2011
15
Jobvite, Social Recruitment Survey 2010


Bumping up budgets
In Japan fully 53% of businesses have not devoted any part of budget to social
networking confirming that for cultural considerations this activity has yet to become
significant from a business perspective in the county. However, 41% of businesses
in the UK and South Africa also have no portion of marketing budget devote to this
activity which elsewhere they recognise to be important to their business. 33%
of firms in these countries however declare they devote between up to 20% of
marketing budget to this activity indicating that a dangerous gap in social media skills
and online presence is already starting to form between early adopters and laggards.

On the other hand, in Germany 44% of businesses devote up to 20% of their
marketing budget to social networking, more than Canada (43%) and Mexico
(38%), but fewer than India (49%) and China (57%). In Spain and the USA 38%
of companies also devote a proportion of marketing budget up to 20% to
social networking.


With an eye for the media mix

Further testimony to the stronger status that social
networking is acquiring in the marketing mix is the fact
that 74% of businesses agree that it is an essential
activity for success, supporting the declaration, by Erik
Qualman author of Socialnomics, that: “The ROI of social
media is that your business will still exist in 5 years”.
61% believe single Fully 83% of Indian companies and 82% of Mexican companies believe that social
networking is essential to the success of a business. Four fifths (80%) of firms in the
channel social Netherlands and Spain, where internet users have reached 27 million representing 55%
media campaigns of the population, also cannot envisage success in the future without harnessing this
media as part of the marketing mix.16 The UK (66%) is the country where the lowest
will not be number of respondents shared this view along with Japan (67%) and Canada (67%).
successful
According to latest ONS data over 31 million UK citizens, representing 60% of the
population access the internet every day and half the population is on Facebook,
suggesting that the lack of regard which UK businesses have for social networking
could cost them business in the future. Canada also reports high social networking
use with 15.1 million users expected to be able to report at least monthly access to a
social network in 2010.18

Nevertheless, 61% of respondents believe that single channel social media
campaigns will not be successful if other media are not involved confirming research
into the development of the modern consumer into a truly multichannel shopper.19
Other research reports also support the view that in the B2B arena, to be
successful, campaigns must draw on a full set of media ranging from the more
traditional to the digital.20

Although China is shown by this report and perceived to be a pioneering country in
its wholehearted take up of business social networking, this is also the country were
companies were most likely to agree that single channel social media campaigns
are likely to be unsuccessful. South African and Canadian (69%) respondents are
particularly aware of the need to integrate their marketing and not become a one-
channel brand, while in Spain (47%) and the Netherlands (56%) reliance on social
networking is felt to be pushing out the need to also employ traditional media in the
marketing mix.

16
Eurona, Spain reaches 27 million internet users, 8th February 2011
17
Corporate eye, Half of UK population is on Facebook, 17th March 2011; ONS, December 2010 data
18
Social Network Watch, Canadians say yes to social media, 29th November 2010
19
GI Insight, Channel hopping and multiplatform shopping, December 2010
20
Pitney Bowes, The challenge of channel choice, 2010


Conclusion

The world economy is morphing, affected by the
economic recovery, the development of the developing
world countries into global economic power, the growth
of more flexible working practices and increasing
reliance and interest in social media in the business
world. This is having a profound effect on business and
workplace practices.
Although many in business may be broadly aware that the skills required to connect
to customers and prospects are constantly evolving, little statistical evidence
has been collected to measure the extent of the business social networking
phenomenon. Such is the speed of development that keeping a good blog is now
no longer a pleasant addition but a core skill and savvy use of Twitter or Foursquare,
for example, can be real differentiators for a business that is active in the social
networking arena.

While it is not a surprise to see social networking is becoming a more rooted
business tool, its take-up is evidently affected by national customs and cultural
sensibilities. On the one hand we see dynamic, entrepreneurial economies in the
developing world launching into aggressive campaigns to build connections, while on
the other more hierarchical or reserved societies are still struggling to align personal
use of social networking with its professional potential.

Nevertheless, we see that globally the phenomenon is taking hold with more
companies declaring that they are able to successfully harness social media to
acquire new customers. Although social networks are still more commonly used
to interact with and inform existing customers it is positive to note that acquisition
activity is also booming. Alongside growing take up we also see that benefits are
being bestowed on those companies that choose to invest in the channel with more
successful social networkers reporting improved economic performance. Finally,
advocates of the channel are starting to be able to show the real results that can be
achieved and prove the value of this marketing activity.


Country highlights

Country We actively use We actively devote We are devoting an
business social networks marketing budget to increasing proportion of
to interact with, and social networking to our marketing budget to
inform, our customers reach our customers business social networks
Global Average 52% 34% 35%
UK 48% 33% 30%
USA 50% 37% 35%
France 41% 19% 28%
DE 61% 35% 33%
India 64% 45% 45%
China 79% 63% 66%
BE 34% 14% 24%
ND 61% 38% 31%
Spain 54% 35% 38%
SA 55% 38% 42%
Japan 37% 20% 19%
Australia 48% 35% 32%
Canada 43% 32% 33%
Mexico 60% 28% 34%

Country Marketing must now Companies who only use social networking
use social networks, and online campaigns, and who ignore
to be successful traditional media/techniques, will find that
their campaigns do not work
Global Average 74% 61%
UK 66% 61%
USA 69% 64%
France 77% 67%
DE 72% 68%
India 83% 66%
China 76% 72%
BE 75% 63%
ND 80% 56%
Spain 80% 47%
SA 74% 69%
Japan 67% 39%
Australia 68% 61%
Canada 67% 69%
Mexico 82% 58%


About Regus

Regus is the world’s largest provider of flexible
workplaces, with products and services ranging from
fully equipped offices to professional meeting rooms,
business lounges and the world’s largest work of video
communication studios. Regus enables people to work
their way, whether it’s from home, on the road or
from an office.
Customers such as Google, GlaxoSmithKline, and Nokia join hundreds of thousands
of growing small and medium businesses that benefit from outsourcing their office
and workplace needs to Regus, allowing them to focus on their core activities.

Over 800,000 customers a day benefit from Regus facilities spread across a global
footprint of 1,100 locations in 500 cities and 88 countries, which allow individuals
and companies to work wherever, however and whenever they want to. Regus was
founded in Brussels, Belgium in 1989, is headquartered in Luxembourg and listed on
the London Stock Exchange. For more information please visit: www.regus.com

Methodology
Over 17,000 business respondents from the Regus global contacts database were
interviewed during February 2011. The Regus global contacts database of over 1
million business-people worldwide, is highly representative of senior managers and
owners in businesses across the globe. Respondents were asked about their use
of business social networks, along with budget allocation to this activity and their
performance in the previous year. The survey was managed and administered by the
independent organisation, Marketing UK.


Whilst every effort has been taken to verify the accuracy
of this information, Regus cannot accept any responsibility
or liability for reliance by any person on this report or any of the
information, opinions or conclusions set out in this report.

Regus: A Social Recovery Report

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