What's in store for social media engagement trends in 2013? Our VP shares her top predictions for next year.

1. Attensity’s Top 5 Predictions for Social Media Engagement Trends in 2013 (Part 1) | Attensity Blog 12/20/12 10:08 AM
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Attensity’s Top 5 Predictions for Social Media
Engagement Trends in 2013 (Part 1) (/?p=5276) Our Tweets
(http://www.twitter.com/attensity) (feed://www.attensity.co
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December 19th, 2012 Author: Catherine van Zuylen • No Comments
attensity (https://twitter.com/intent/user?
Tags: mobility (/?tag=mobility), predictions (/?tag=predictions), Social Analtyics (/?tag=social-analtyics), Social CRM (/?tag=social-crm), Social Media
screen_name=attensity) Emphasis on real-
(/?tag=social-media)
time, real-world engagement will be
prompted by mobile #socialmedia
More than ever before, consumers are Tweeting, Facebooking, and Google Plussing (well, maybe not so much of (http://twitter.com/search?
q=%23socialmedia) usage
that!). At Attensity, we have front row seats to witness the changing landscape of social media. For that reason, I’d like blog.attensity.com/?p=5276
to share our top five predictions related to trends in social engagement in 2013. (http://t.co/xYuX8ekb) Our 2013
predictions. #scrm
(http://twitter.com/search?q=%23scrm)
We’re sharing our first two predictions today, with the rest to be posted on Friday. 42 minutes ago
(https://twitter.com/attensity/status/28181254532772659
· reply (https://twitter.com/intent/tweet?
in_reply_to=281812545327726592) · retweet
(https://twitter.com/intent/retweet?
1. Social media “ownership” will shift from being the exclusive domain of marketing to a joint partnership tweet_id=281812545327726592) · favorite
(https://twitter.com/intent/favorite?
between marketing and social care organizations. tweet_id=281812545327726592)
attensity (https://twitter.com/intent/user?
Over the course of 2012, social media has moved from being a “broadcast” channel to being more about actual screen_name=attensity) What's in store for
customer engagement. More and more organizations are setting up Twitter handles and Facebook pages specifically #socialmedia (http://twitter.com/search?
q=%23socialmedia) engagement trends in
geared toward providing customer care via social channels. These “social care teams” are usually made up of a 2013? blog.attensity.com/?p=5276
company’s best and most knowledgeable customer service agents, who are able to act as multi-faceted “social ninjas” (http://t.co/xYuX8ekb) Our VP @catevz
(http://twitter.com/catevz) shares her top
to answer customers’ issues in a timely and friendly manner. predictions for the next year
yesterday
Due to this shift, we have seen more emphasis on incorporating traditional customer service best practices into the (https://twitter.com/attensity/status/28144304422453248
· reply (https://twitter.com/intent/tweet?
social care realm, including collaborative team-based service, “handoffs” of customers as one agent’s shift ends and in_reply_to=281443044224532480) · retweet
(https://twitter.com/intent/retweet?
another’s begins, and a desire to track ROI and agent productivity more closely. tweet_id=281443044224532480) · favorite
(https://twitter.com/intent/favorite?
tweet_id=281443044224532480)
We think 2013 will see an increasing recognition that social care is a 24/7 proposition, with a requirement to expand
social care teams to be able to meet more aggressive Service Level Agreements (SLAs) of 15 minutes or less in most attensity (https://twitter.com/intent/user?
screen_name=attensity) Thrilled to
cases, around the clock. announce that Attensity #VoC
(http://twitter.com/search?q=%23VoC)
CommandCenter has been named Enterprise
Product of the Yr in @bestinbizawards
(http://twitter.com/bestinbizawards)!
2. An emphasis on real-time, real-world engagement will be prompted by mobile social media usage. bestinbizawards.com/2012-winners-p…
(http://t.co/QuuQk8uN)
Consumers in 2012 looked to their mobile devices to share their customer service experiences more than ever before, 2 days ago
(https://twitter.com/attensity/status/28108399990291251
requiring social care teams to address customer issues beyond the mere digital realm. · reply (https://twitter.com/intent/tweet?
in_reply_to=281083999902912512) · retweet
(https://twitter.com/intent/retweet?
In 2012, an airline’s Twitter team sprang into action after receiving a series of tweets about long lines at the Oakland tweet_id=281083999902912512) · favorite
(https://twitter.com/intent/favorite?
airport check-in counters. With Tweeters growing increasingly concerned that they were going to miss their flights, the tweet_id=281083999902912512)
Twitter team not only tweeted a response but phoned Oakland airport operations with an urgent request for more desk
staffing.
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But, within the next year, someone might post a photo on Instagram of the sub-standard sandwich they just got at a Attensity’s Top 5 Predictions for
major fast-food chain, requiring the same, swift response to this customer. 2013 will up the ante on the routing of Social Media Engagement Trends in
issues and response times, in order to affect these sorts of real-world interactions. 2013 (Part 1) (/?p=5276)
Attensity Experiences Stellar Year
With Exemplary Customer Renewal
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Stay tuned for Part 2 to see the rest of our predictions for social media engagement in 2013! In the meantime, what Expansion and Industry Presence (/?
trends and challenges do you see within your organization that will impact the way you use social media in 2013? p=5270)
Attensity’s Top 5 Webinars of 2012
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