Hearsay Social Media Survey Results

8/8/2019 Hearsay Social Media Survey Results

1/17

soc a customermanagement

trendsbysmallandmediumbusiness

Fall2010

hearsaylabs.com


2/17

Overview

126small

business

owners

took

an

online

survey

about

their

sales,marketing,andsocialmediaactivity

Thekeyfindingsareavailableheretoallsurveyparticipants

Ifyouhaveanyquestionsorwouldliketolearnmoreabout

Hearsay,pleaseemailme:JonCheek,[email protected]

Thanksagainforyourparticipationinoursurvey!

hearsaylabs.com


3/17

Industries

RepresentedIndustry #Responses

Alcohol(wine,breweries) 2

Industry #Responses

Insurance 2

Apparel 2

Artists&Studios 1

Barsandnightlife 3

Massage/Spa/Beauty 2

Musicstores 2

Nonprofit 2

Boutiqueretailer 4

Consulting 11

Ecommerce 7

OTHER* 18

Performingarts 1

Photographers 4

Eventplanning 2

FinancialAdvisor 3

FoodandBeverage 3

Retaurants 4

Sports/adventureequipment 6

Training/Fitness 5

FoodDelivery 3

Home&Garden 6

Hotel 1

Vehicle/bike

sales 4

WebDesign 4

Total 110*

hearsaylabs.com

Thesurveyincludedresponsesfromsmallbusinessesin27differentindustries

*Total

does

not

include

16

respondents

who

did

not

reveal

industry.

Other

includes:

energy,

automotive,

telecommunications, medical,

dating

coaches,officefurniture,personalconcierge,directories,enterprisesoftware,magazines,training,andunknown


4/17

Business

Size

NumberofEmployeesAnnualRevenues

NumberofCustomersperYear

hearsaylabs.com


5/17

Customer

Data

WhatCustomerDatadoyouTrack? HowUsefulWouldthisDatabeifyouhadit?

44%40%

9%None18%19%

Somewhat

Useful

Not

Useful

28%

3%

Some 38%

50%44%

Most48%53%

53%

Very

Useful

31%38%

69%

Recentevents

intheirlives

Interests

orhobbies

6%Last

communication

withcustomer

Recentevents

intheirlives

Interests

orhobbies

Last

communication

withcustomer

hearsaylabs.com

4044%ofbusinesseshavenodataoncustomerinterests/hobbiesandrecent

events,yet

~80%

say

this

data

would

be

very

or

somewhat

useful


6/17

How

Do

You

Track

Customer

Data?CountofRespondentsWhoUseTheseProgramstoTrackCustomerData

44

33

26

12

355

1011

Excel OutlookQuickbooks "Heavy"

CRM(Act,

Zoho,

Sugar...)

Salesforce"Heavy"

database

program

Google

Docs/

analytics

Filemaker Other None/

Paper

hearsaylabs.com

ExcelandQuickbooksdominate,followedbyOutlook,Salesforce,ornothing

MostOther

programs

are

industry

specific


7/17

HowMuchMarketingDoYouDoAcrossEachof

14%

118100%

118118 118 118

29%

21%45% 42%

34%

None

27%29%

36%

Low29%

36%

Otheronline

13%Significant

Mo erate

13%

15%

12%

Directmailings Offlineads(print,

21%

Socialnetwork

29%

Email

Businessesaremostlikelytoengageinemailmarketing,followedcloselyby

(Googleads,

online

directories,etc)

(postcard,newsletter,

catalog...)

TV,radio,

event

sponsorship)(Facebook,

Twitter)

hearsaylabs.com

socialnetworkmarketing

50%ofbusinesseshavemoderateorsignificantsocialnetworkmarketingactivity


8/17

HowManyofYourNewCustomersComeFrom

8%13%

115 112 114

100%

111 113

0%

114 112

27%

34%30%

43% 38%49% 20%None

23%

29%

41%

25%

36% 23%

25%Few 72%

10%

18%

Direct

6%

Social

16%

Email

16%

Walkin

Some

12%

Offlineads

Many

ReferralsfromOtheronline

20% 28%

mailings

(postcard,

newsletter,

catalog...)

network

(Facebook,

Twitter)

(print,

TV,

radio,event

sponsorship)

existing

customers/

wordofmouth

channels

(your

website,

Google,Yelp,

etc.)

hearsaylabs.com

Mostnewcustomerscomefromreferrals/wordofmouth


9/17

HowBigofaProblemisNegativeFeedbackAbout

Definitel a ma or roblem

9%

Somewhatofaproblem

72%

Notabigproblem

hearsaylabs.com

os us nessessaynega ve ee ac sno a gpro em


10/17

HowOftenDoYouProvidetheFollowing

100%118 118

39%44%

Never

17%

18%

Rarely

Often

Sometimes

12%

32% 21%

17%

Couponsor

specialoffers

InstorePromotions

orDiscounts

hearsaylabs.com

ess an a o us nessesregu ar yo ercoupons,spec a o ersor ns ore

promotions/discounts


11/17

Online

and

Social

Media

Presence

DoesYourBusiness DoesYourBusiness DoYouUseTwitter

HaveaWebsite? HaveaFacebookPage?

100%No

118

7%100%

118

ForYourbusiness?

118100%

No 33%48%No

Yes 93%

Yes 67%52%Yes

67%ofrespondentsuseFacebook,whileonly52%useTwitter

hearsaylabs.com


12/17

Frequency

of

Facebook

and

Twitter

Use

10%

61100%

77

20%

11%

21%

.

12times/mo.

22%

31%

Severaltimes/wk

Once/wk

30%

Howoftendoyoupost

28%

Howoftendoyoutweet

12%

Dailyorseveral

times/day

Businessesvarygreatlyinthefrequencyoftheirsocialmediause

toyour

Facebook

businesspage?from

your

business

Twitteraccount

hearsaylabs.com


13/17

Has

Facebook

Taken

Up

a

Lot

of

Your

Time?

77

6%No,ithassavedmetime

Ittakes

up

some

time

but

not

that

much86%

Yes,ittakesupasignificantamountoftime8%

hearsaylabs.com

us nesses on n ace oo a esup oomuc o e r me


14/17

WhichoftheFollowingareImportantGoalsfor

17%10%

17%Somewhat

NotImportant 4%3%3%

22%

4%

39% 42%49%

mportant

45%51%42%

42%35%

42%Very

Important42%

30%

42%55%

62%68%74%

Provide

specialoffers

31%

9%

My

customers

Tokeepup

withmy

17%

Improve

customer

Obtainmore

customer

Create

customized

Develop

moreofa

Makeit

easierfor

Improveyour

brandimage

Findnew

prospects

Findingnewprospects/leads,improvingbrandimage,enablingreferrals,and

todrivemore

sales

areasking

aboutit,so

IfeellikeI

should

competitors

whoare

usingsocial

media

satisfactionfeedback/

input

marketing

campaigns

personal

connection

tocustomers

your

customers

topromote

orreferyou

andgenerate

newleads

hearsaylabs.com

developingapersonalconnectionwithcustomersarethetopsocialmediagoals


15/17

IfYouHaveNOTInvestedinSocialMediabutareINTERESTEDin

8% 12% 8% 12%19%

8%

31%

DontExpect

ThisBenefit

50%

38%MaybeExpect

ThisBenefit

31%

50%38%

38%42%31%35%

Definitely

ExpectThisBenefit

38%23%

42%42%50%50%58%58%

27%

Provide

specialoffers

23%

My

customers

Improve

customer

Tokeepup

withmy

Create

customized

Improveyour

brandimage

Obtainmore

customer

Makeit

easierfor

Develop

moreofa

Findnew

prospects

Findingnewprospects/leads,developingapersonalconnectionwithcustomers,

todrivemore

sales

areasking

aboutit,

so

IfeellikeI

should

satisfactioncompetitors

whoare

usingsocial

media

marketing

campaigns

feedback/

input

your

customers

topromote

orreferyou

personal

connection

tocustomers

andgenerate

newleads

hearsaylabs.com

enablingreferrals,andobtainingcustomerfeedbackarethetopsocialmediagoalsof

thosewhohaventyetbegunusingsocialmedia


16/17

DoYouUseaProgramorApplicationtoHelpYou

CountofRespondentsWhoUseTheseProgramstoTrackCustomerData

50

10

689

HootsuiteNONE Radian6 NotSure OtherTweetdeck

Ofthe77respondentswhousesocialmedia,only35%useaprogramorapplicationto

hearsaylabs.com

helpthemutilizeFacebookandTwitter;mostoftheseapplicationsfocusonTwitter


17/17

Conclusion

Thisyearhasseenasurgeinsocialmediaadoptionbysmallbusinesses.67%ofoursurveyrespondentshavea

Facebook pagefortheirbusiness,while52%useTwitter.42%ofbusinesseswithFacebook pagespostcontent

daily

or

several

times

per

week.

Business

owners

say

they

are

using

social

media

to

find

new

prospects/leads,

improvebrandimage,enablereferrals,anddevelopapersonalconnectionwithcustomers.

AboutHearsay

Hearsayistheleadingsocialcustomermanagementapplication.

WithHearsayyoucancaptureleads,stayontopofyoursocial

presence,set

reminders,

and

manage

your

customer

list

all

from

onecentraldashboard. Setuptakeslessthanfiveminutes,andthere

arenodownloadsorsoftwaretoinstall.

Tolearnmore,pleasevisithearsaylabs.com

"H e a r s a y m a k e s it ea s y t o g r ow o u r b u s in e s s

o n F a c eb o o k a n d T w it t e r . W e lo v e it !

hearsaylabs.com

Martha Levy, Owne r of Ceragr aphics

Documents

Hearsay Social Media Survey Results