Is your business organized to capitalize on the social dialogue? In this 2013 Global Trend Study ( http://www.tcs.com/socbizstudy ), we survey how large consumer companies are deriving value from social media.

1. 1Copyright © 2013 Tata Consultancy Services Limited
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS 2013 Global Trend Study
10KEY FINDINGS
www.tcs.com/socbizstudy→

2. 2
ROI on Social Media:
• 38% said positive
• 18% said negative
• 44% said don’t know
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/101
www.tcs.com/socbizstudy→ Tweet this finding

3. 3
Leaders more likely to have a
large internal social circle
• Multiple functions across the organization
• Working together on social media
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/102
www.tcs.com/socbizstudy→ Tweet this finding

4. 4
Most Successful Industries:
• Media, Retail, High Tech, Telco & Travel
• Those selling products & services that
consumers can be passionate about
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/103
www.tcs.com/socbizstudy→ Tweet this finding

5. 5
Leaders go beyond company
pages on public social networks
• 70% run an Online Consumer
Community (or plan to by 2014) which
is double the number of Followers
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/104
www.tcs.com/socbizstudy→
KEY FINDING #
Tweet this finding

6. 6
To leverage social media,
corporate cultures need to be
more transparent
• 89% of the Leaders value consumer
opinion vs. 30% of the Followers
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/105
www.tcs.com/socbizstudy→ Tweet this finding

7. 7
Leaders will spend double
this year on Social Media
vs. Followers
• Leaders nearly 4x more likely to have
positive ROI
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/106
www.tcs.com/socbizstudy→ Tweet this finding

8. 8
Only 3 business functions
actively monitor social dialogue
• 69% Marketing
• 58% Sales
• 49% Customer Service
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/107
www.tcs.com/socbizstudy→ Tweet this finding

9. 9
Functions that should be
actively listening, but are not
• 27% of R&D
• 37% of Product Management
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/108
www.tcs.com/socbizstudy→ Tweet this finding

10. 10
Marketing most frequently
controls Social Media. But,
most companies aren’t satisfied
• Only 42% say that their Social Media
structure is effective or highly effective
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/109
www.tcs.com/socbizstudy→ Tweet this finding

11. 11
Companies invest less in
Social Media than in Big Data
and Digital Mobile Consumers*
• 53% will spend < $2.5 million this year
on Social Media *based on previous TCS studies
1
KEY FINDING #
Mastering Digital Feedback
How the Best Consumer Companies use Social Media
TCS Global Trend Study 2013
/100
www.tcs.com/socbizstudy→ Tweet this finding

12. IT Services
Business Solutions
Consulting
www.tcs.com/socbizstudy→
For more insights, visit the TCS Global Trend Study 2013
Mastering Digital Feedback
How the Best Consumer Companies use Social Media