Beyond measure: Making social care count

In a KPI-driven world, a successful social media strategy must align with top-priority business goals

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41 percent

41% of respondents from 1,000 companies and agencies had absolutely no idea of social media’s financial impact.

— Source: eConsultancy Survey

Insight 1

In social media, measure what matters

In order to measure what matters in social media, brands must align social media strategy with top-priority business goals including customer service, brand awareness and revenue generation. Measuring these outcomes through specific key performance indicators tied to both micro- and macro-conversions is critical.

Insight 2

Social media success: Measuring ROI and revenue generation

A critical business goal to measure in any social media program is the impact social care has on bottom-line revenue. While this can be challenging, there are four key measures to consider: customer retention, customer acquisition, joy share, and suggestive selling.

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Awards and recognition

HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.

Gartner award, elsonHall award, Excellence in Customer Service award 2022

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