If 2020 has taught us anything, it’s that massive disruptions can happen overnight across industries, with customer communication responsibilities from marketing to care often falling to the social media marketing team. The trends we at Socialbakers have seen take shape this year — from increased usage of social messaging to recruiting niche influencers to help expand social reach — are likely to grow in the coming year as more and more customer interactions happen online.
Here are Socialbakers’ top five social media marketing predictions for 2021:
Social platforms will play a bigger role in CX programs
The pandemic has had a huge impact on the way consumers engage with brands. One area where this is most obvious is the rise in conversational messaging happening across social and chat applications. Customer conversations are moving away from traditional call centres and emails as brands shift to meet the customer on their preferred channels. …