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Opportunites, current and future trends in the Spanish outsourcing market

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Social media - a new direction for outsourcing?

6 July 2011

In a range of markets, businesses with complex product and service offerings are increasingly favouring direct-to-customer offerings.  Some of those offerings are driven by changes in the regulatory environment - others by the realisation that consumer and business customers belong to a generation that responds better to social media than other channels.  How do social media help to facilitate greater product/service understanding and an efficient customer relationship?  What impact will this have on businesses, their customers and technology and outsource service providers? 

Our keynote speakers were, Jonathan Brech and Dan Naylor, who are social media consultants for a range of B2B and B2C businesses with a track record that spans the inception of the formal platforms now synonymous with the space.  We also had a contribution from David Power, a leading figure from the UK life & pensions market, on the use of social media and similar channels in the financial services market.

Subjects that were explored:

  • The most common misconceptions of social media.
  • Mapping the right user journey for your offering, from subject familiarisation to product consideration.
  • Building an efficient social media infrastructure starts by recognising the key differences between the main channels.
  • Whether chasing customer acquisition, peer-to-peer recommendations or customer retention, how do you measure social media activity?
  • Social media is typically multichannel, cross discipline and cross border activity, so how does it fit into the existing marketing structure? 
  • What impact will the growth of social media have on the technology and technology service provider markets?
  • How will a "grown up" market like financial services harness social media channels?

Get in touch

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Mark Lewis

BLP
Partner, Commercial & Outsourcing

If you need some help with a legal or business issue, please get in touch.