Whitepaper

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% 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.

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About Hinduja Global Solutions (HGS)

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.