Brands are constantly looking for ways to increase their engagement. While some may bemoan the latest changes to Facebook's news feed algorithm it may be worth it to see what existing avenues are not being fully taken advantage of. Sprout Social's infographic gives insight into the current status of customer engagement.
Brands may worry about their engagement on individual social media networks; however, their engagement has been expanding like never before. Quarters 2 & 3 of 2013 have seen a huge rise in customer engagement. On both Twitter and Facebook its entertainment & perhaps surprisingly utilities that are leading the way with huge increases in engagement.
Unfortunately the news isn't all good. There's one main sticking point where all brands can increase their engagement easily. 4 in 5 questions go unanswered. Those questions that do get answered suffered from long response times which average 11.3 hours. Simply answering more questions in a timely manner will undoubtedly drive engagement and improve customer relations.