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After surveying 1,189 marketers, interviews with industry experts, and exhaustive research, Hootsuite has identified the five key social media trends for 2021.
TREND 1 – The race to ROI: Social bridges the gap to a new customer experience
According to the survey, 73% of all marketers ranked “increased acquisition of new customers” as their top outcome for social in 2021, compared to only 46% last year, marking a 58% year-over-year increase. While marketers race to generate new revenue, it’s interesting to note what slid further down the list. Only 23% of marketers cited “improving the customer experience” as a key business outcome for social. And using social to “improve customer insights” sunk to 15%—a worrying slip when so much about customer behavior and demand has shifted in a historic year.
