The document discusses the major benefits of social media for businesses, emphasizing four key areas: customer analytics, customer service, marketing, and information dissemination. It highlights how social media can enhance engagement, improve customer relationships, and increase brand visibility. Statistics illustrate the positive impact of social media on customer service and marketing effectiveness, demonstrating the significant volume of content shared across various platforms.

1. MAJOR BENEFITS
OF SOCIAL MEDIA
FOR BUSINESS
PRESENTED BY NEW DELHI INSTITUTE OF MANAGEMENT

2. Evolving communication channels in the 21st century
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011

3. As more and more people flock to social media,
businesses that get on board enjoy big benefits in
four main areas

4. #1: CUSTOMER ANALYTICS
Location
Analytics provide invaluable information about your followers.
Engagement
behavior
Age
Interest
Language
Gender
20+

5. This information lets you:
REFINE
social media content
IMPROVE
customer relationships
INCREASE
rate of engagement

6. Ideal channels for
customer connection
and care
Inquiries
Issues
Feedback
Complaint
Compliment
Suggestions
#2: CUSTOMER SERVICE

7. Social media facts: customer service
Source: BufferApp
of social media
customers said they’d
love direct response
about complaints
of consumers said
direct response to
their questions is
important
of those who
experience positive
social care are likely
to recommend that
brand to others
71% 43% 86%

8. #3: MARKETING
Top benefits of social media marketing in 2014
Source: Social Media Examiner
50%
51%
58%
61%
66%
71%
72%
80%
92%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Improved sales
Reduced marketing expenses
Grown business partnerships
Improved search rankings
Generated leads
Provided marketplace insight
Developed loyal fans
Increased traffic
Increased exposure

9. Most important social platforms
for marketers
Source: Social Media Examiner 2013, 2014
49
16
12 14
4 2 3
54
17
12
8
2 3 4
0
25
50
75
100
Percentageofmarketers 2013
2014
Others

10. #4: INFORMATION DISSEMINATION
Job vacancies
#4: INFORMATION DISSEMINATION
Products and services
News
Events
Articles
Stories
Quotes

11. Quantity of information
people share on social media
500 million tweets are sent every day
Sources: KissMetrics | Twitter | YouTube | Instagram
300 hours of video are uploaded to YouTube
every minute
More than 30 billion pieces of content are shared
on Facebook each month

12. THANK YOU