by Frank Strong
Today we’ve published a brand new study, with our partner Duct Tape Marketing, of how small and medium-sized businesses (SMBs) are using social media. First and foremost, let’s point out that this survey is statistically significant with an actual confidence interval of +/- 4.9%. This means, of course, the data is solid.
The challenges SMBs face? Overcoming the perception that social media is free. Multiple tool sets for managing social media. Addressing customer concerns in a public forum. These are all themes we found in the study. As one respondent wrote in on an open ended question:
“The challenge has been how to deal with unhappy customers and negative posts about company services. We try and keep communication to have excellent customer service and provide constant feedback.”
The good news? SMBs are using social media, they are finding it helpful, and they are focused on business outcomes as a means of measuring their progress.