IBM asked 1,700 CEOs from across industries around the world what they believe is going to happen with social media over the next three to five years. The response was clear: while no one claims to have figured out how to monetize it, social media has proven an invaluable source of insight and means of collaboration worth as much to business for its usefulness as a knowledge tool as for a marketing channel.
Without doubt, social media has very quickly emerged as the ultimate tool for customer engagement. And regardless of whether companies or nonprofits or celebrities intentionally promote or monitor their brands, the public hooks up with brands of interest. Message to marketers: social engagement is no longer optional. It is not your choice. You can’t opt-out of social.
As regards the B2B market, a U.K. CEO from the media and entertainment vertical pointed out,
“Our B2B customers are also consumers of social media; you cannot split the two.”
Interestingly, views on social media among the CEOs vary widely across industries. Here’s the percentage of CEOs in these verticals that expect social media to be a key channel for customer engagement.
Education 77%Telecommunications 73%Retail 72%Insurance 51%Electronics 52 %Industrial products 34%