Mastering Digital Feedback

Comparing results across North America, Europe, Asia Pacific and Latin America, we find that most consumer companies have become serious about social media in just the last three years.

The media and entertainment industry has the highest percentage of companies that have been using social media the longest to engage with consumers.

Marketing uses social media largely to increase the number of consumers viewing its messages and get consumers to discuss their positive experiences with the firm publicly.

Companies deriving the greatest value from social media (the social media “leaders”) have a much higher regard for social media’s potential.