The Social Customer Experience
How enterprise organizations are using social media to transform the customer journey
Over 80 percent of companies agree that social is a vital channel for delivering exceptional customer experiences. But only 58 percent of companies have a defined strategy for integrating social into their existing customer experience programs.
This report reveals how enterprise organizations are using social in their CX strategies and how leaders can use social media to build exceptional and differentiated customer experiences.
Our research looks at how companies are engaging with prospects and customers at different stages of the customer journey and includes comparisons between B2B and B2C, North America and Europe, and which business functions are using social channels.
In this report, you’ll learn how to:
Map the entire social journey of your customers to build understanding
Secure early wins with social data and customer intelligence
Expand your social strategies beyond brand awareness
Look beyond superficial and misleading surface metrics
Focus on training, culture and collaboration to empower employees into the power of social.
This report was produced by London Research in partnership with Hootsuite and was based on a survey of 300 executives at companies with more than 1,000 employees.
Download your resource now
* indicates required fields
Share This:
Related Resources
Armanino turns employees into social influencers
Case Studies
Armanino turns employees into social influencers
How Meliá Hotels wins at social media customer care
Case Studies
How Meliá Hotels wins at social media customer care
Colliers shines by helping their professionals stand out on social media
Case Studies
Colliers shines by helping their professionals stand out on social media
Witness Change turns to social to change the global narrative about refugees
Case Studies
Witness Change turns to social to change the global narrative about refugees
How a pitch-perfect social media approach grew an orchestra’s social following by 82% 
Case Studies
How a pitch-perfect social media approach grew an orchestra’s social following by 82%
How a 1930’s pecan candy company is turning heads on TikTok
Case Studies
How a 1930’s pecan candy company is turning heads on TikTok
Stuckey’s started as a humble roadside stand on the back roads of Georgia in 1937, then grew to become America’s first roadside retail chain in the 1960s
Innovetive Petcare connects veterinary clinics with communities and melts hearts with pet-loving pics
Case Studies
Innovetive Petcare connects veterinary clinics with communities and melts hearts with pet-loving pics
A small team helps the company’s 70+ clinics build enduring relationships with clients and communities on social.
U-Haul moves to Hootsuite and Brandwatch for Social Marketing and Customer Care
Case Studies
U-Haul moves to Hootsuite and Brandwatch for Social Marketing and Customer Care
U-Haul is the leading do-it-yourself moving equipment and storage rental company in North America, with a network of more than 23,000 locations across all 50 US states and 10 Canadian provinces...
IAG Supports Employees with Powerful Social Media Tools and Engaging Content
Case Studies
IAG Supports Employees with Powerful Social Media Tools and Engaging Content
The insurance leader arms reps with social media technology, content, and training to engage broker audiences in an authentic way
Five Steps to Social Advertising
Strategy & Tactics
Five Steps to Social Advertising
Overwhelmed by advertising on social? PCPOM is here to help.
Social Media Strategy Guide
Strategy & Tactics
Social Media Strategy Guide
An 8-step guide to developing your social media presence
How Community Engagement at Careem Powers the Middle East’s Super App
Case Studies
How Community Engagement at Careem Powers the Middle East’s Super App
A responsive social presence and a focus on customer experience have been key to rapid growth for Careem
How Hootsuite Boosts Reach, Recruiting, and Revenue with Employee Advocacy
Case Studies
How Hootsuite Boosts Reach, Recruiting, and Revenue with Employee Advocacy
Yes, Hootsuite built the best platform for employee advocacy. No, we weren’t using it as well as we could have been. Here’s how we fixed that.
How the Regional Municipality of Wood Buffalo leans on social to drive community engagement
Case Studies
How the Regional Municipality of Wood Buffalo leans on social to drive community engagement
The municipality uses social to keep the communities it serves connected, with the information and services they need
Digital Trends 2022 Q3 Update
Digital Trends 2022 Q3 Update
Stay ahead of the curve with the newest edition of our Top Takeaways that gives you a snapshot of the latest must-know insights—or scroll on to see the full report.
WhatsApp for Customer Care Whitepaper
Strategy & Tactics
WhatsApp for Customer Care Whitepaper
Power seamless customer experiences with the WhatsApp Business API and Sparkcentral by Hootsuite
Facebook Messenger for Customer Care
Strategy & Tactics
Facebook Messenger for Customer Care
Set your customer teams up for success with Facebook Messenger for social customer care
A Messaging-First Strategy Powers ENGIE to a Leadership Position in the Clean Energy Industry
Case Studies
A Messaging-First Strategy Powers ENGIE to a Leadership Position in the Clean Energy Industry
Connecting with customers via messaging helped the company lift CSAT scores while reducing operational costs by 30%
How Eurpac Increased its Social Media Followers by 47%
Case Studies
How Eurpac Increased its Social Media Followers by 47%
With a fresh approach focused on engagement, the company brings a centuries-old institution—the commissary—into the digital age
How a Social Media Makeover Helped a Small Business Drive a 108% Increase in Sales
Case Studies
How a Social Media Makeover Helped a Small Business Drive a 108% Increase in Sales
Apricotton, winners of Hootsuite’s Social Media Makeover for Small Businesses, sparked rapid growth with customized content, paid ads, and smart analytics.
How SPIE Engineered a Better Social Media Strategy
Case Studies
How SPIE Engineered a Better Social Media Strategy
How social media engagement helped Bayes navigate a sensitive renaming project
Case Studies
How social media engagement helped Bayes navigate a sensitive renaming project
The London-based, internationally-focused business school used Talkwalker insights to inform new updates and correct misinformation
Digital Trends 2022 Q2 Update
Digital Trends 2022 Q2 Update
Stay ahead of the curve with the newest edition of our Top Takeaways that gives you a snapshot of the latest must-know insights—or scroll on to see the full report.
Modern Selling Is Social
Modern Selling Is Social
How financial services executives are leading the transition to social selling
Social Selling Business Case Template
Toolkits
Social Selling Business Case Template
Gain executive support and unlock budgets for successful social selling programs in financial services
End-to-End Compliance for Social Selling
End-to-End Compliance for Social Selling
How to manage risk while gaining the business benefits of social selling in financial services
Social Media Commerce
Strategy & Tactics
Social Media Commerce
Three simple steps to start turning your social followers into customers
Core platform mid-market guide "5 ways Hootsuite helps you tap into the power of social media”
Core platform mid-market guide "5 ways Hootsuite helps you tap into the power of social media”
Social media is a powerful tool—but that doesn’t mean it’s an easy one to use.
Forrester Report: Know Your Audience - And If They Want to Interact With You
Forrester Report: Know Your Audience - And If They Want to Interact With You
Understand audience preferences for engaging with brands on social
RG 271 and Financial Services: Compliance on Social Media
RG 271 and Financial Services: Compliance on Social Media
How to manage complaints on social media in accordance with RG 271
Your customers want to hear from you on WhatsApp!
Strategy & Tactics
Your customers want to hear from you on WhatsApp!
Pro-active messaging drives higher customer satisfaction and loyalty
Why Your Logistics Company Needs A Social Customer Care Strategy
Why Your Logistics Company Needs A Social Customer Care Strategy
Deliver great experiences and build your competitive advantage with social messaging
Winning Brand Trust with a Perfectly timed Campaign 
Case Studies
Winning Brand Trust with a Perfectly timed Campaign
Forrester TEI Study - 264912
Forrester TEI Study - 264912
Find out exactly why it pays to have the right tools and solutions for executing your social media strategy.
Why Your Insurance Company Needs a WhatsApp Strategy
Why Your Insurance Company Needs a WhatsApp Strategy
How insurers can deliver amazing customer experiences with social messaging
Meet Your Retail Customers on Their Favorite Channels
Meet Your Retail Customers on Their Favorite Channels
How retailers can deliver amazing customer experiences with social messaging
The Social Media Playbook for Small Business
The Social Media Playbook for Small Business
Get insider tips on how to win customers on social
Content Creation Toolkit
Content Creation Toolkit
Get more—and better—social content out the door with these quick and easy templates.
Social Ads Toolkit 
Social Ads Toolkit
Social advertising is a surefire way to increase your reach and boost conversions. Discover how to create efficient campaigns and get more out of every ad.
Video Strategy Toolkit
Video Strategy Toolkit
Social video is powerful. And your business needs it. But where do you actually start? Our toolkit covers the basics, best practices, and essential specs so you can hit the ground running.
How Hootsuite Helps
How Hootsuite Helps
Social media has a lot of moving parts and it can be hard to keep up. That’s why you need a tool that can do it all—and make it easier.
Social Care Superstars
Social Care Superstars
5 Brands That Deliver Exceptional Customer Experiences with Social Messaging
Hydro-Québec Wins Social with a Sassy Customer-First Strategy
Case Studies
Hydro-Québec Wins Social with a Sassy Customer-First Strategy
Solve 4 Common Customer Care Challenges with Social Messaging
Solve 4 Common Customer Care Challenges with Social Messaging
Make Life Easy for Your Customers (and Your Customer Care Team)
Linking Social and CRM
Linking Social and CRM
Build better digital campaigns and prove that they work.
Sparkcentral named in the Gartner Digital Commerce Vendor Guide
Sparkcentral named in the Gartner Digital Commerce Vendor Guide
Sparkcentral is proud to be recognized as a representative vendor by the world’s leading research and advisory company, Gartner.
Lighten the load by using WhatsApp in Logistics
Lighten the load by using WhatsApp in Logistics
Time to transform your customer experience with messaging, automation and chatbots.
Meet your e-commerce customers on their favorite channel
Meet your e-commerce customers on their favorite channel
Time to transform your retail customer experience with messaging, chatbots, IVR and agents.
Get started with WhatsApp for insurance
Get started with WhatsApp for insurance
Reach your customers on their preferred channels.
Social Customer Care
Strategy & Tactics
Social Customer Care
5 Steps to Elevate Your Brand with Social Customer Care
Social Media for Law Enforcement
Social Media for Law Enforcement
How law enforcement agencies can rebuild trust and relationships with social media
The Democratization of B2B Sales - 229627
The Democratization of B2B Sales - 229627
Talent wins games, but teamwork and intelligence wins championships
Current Malpractice Handicaps Social Selling’s Potential
Current Malpractice Handicaps Social Selling’s Potential
Shift your mindset and programs to social engagement.
Kickstart Your Employee Advocacy with Hootsuite Amplify
Kickstart Your Employee Advocacy with Hootsuite Amplify
How to launch and maintain a best-in-class advocacy program
The Business Case for Employee Advocacy
The Business Case for Employee Advocacy
You already know that employee advocacy can boost your brand.
Social Media and UGC in the Customer Experience Journey
Social Media and UGC in the Customer Experience Journey
Build trust, increase engagement, and drive return on investment with social media and user-generated content
Take action on the 2021 trends using Hootsuite
Take action on the 2021 trends using Hootsuite
No matter what your social goals are for 2021, you need the right tools to achieve them. Discover how you can use Hootsuite to take advantage of the trends.
How Michael Graham uses social to unify brand messaging to become a digital-first organisation
Case Studies
How Michael Graham uses social to unify brand messaging to become a digital-first organisation
Social Trends 2021 Report
Social Trends 2021 Report
Backed by data from over 11,100 respondents, and in-depth interviews with top experts at agencies, brands, and social platforms, our global report shines a light on the top trends in social.
Social Selling in the New B2B Sales Process
Strategy & Tactics
Social Selling in the New B2B Sales Process
How leading B2B sellers are using social media to find, connect with, understand, and nurture prospective clients
The Four Ways Hootsuite and Adobe Make You A Social Media Superhero
The Four Ways Hootsuite and Adobe Make You A Social Media Superhero
Discover how top brands use Hootsuite Enterprise and Adobe to drive real social success
Digital 2020: October Update
Digital 2020: October Update
Finish strong this year with the latest data from our Digital 2020 series
Employee Advocacy Program Guide for Healthcare Institutions
Strategy & Tactics
Employee Advocacy Program Guide for Healthcare Institutions
How to plan, launch, and grow a successful employee advocacy program for your institution
Build Stronger Customer Connections
Build Stronger Customer Connections
Unite your social data with Hootsuite Analytics Suite to gain valuable insights and build stronger connections
Digital 2020: July Update
Digital 2020: July Update
Build resilient strategies with recent data and insights from the newly released version of our Digital 2020 report.
A Social Selling Roadmap for Financial Services
Strategy & Tactics
A Social Selling Roadmap for Financial Services
Build a social selling program that drives revenue through advisor engagement while ensuring compliance.
Social Connections Playbook
Social Connections Playbook
How to build meaningful connections and long-lasting customer relationships with social media
Organic and Paid Social Marketing Playbook
Strategy & Tactics
Organic and Paid Social Marketing Playbook
How to integrate your organic and paid content on LinkedIn to unlock your brand’s potential
Digital 2020: April Update
Digital 2020: April Update
Update your strategy with recent data and insights from this newly released version of our Digital 2020 report.
What Customers Really Want from Your Social Brand
What Customers Really Want from Your Social Brand
A little trust, a little love, and a lot of convenience
Digital 2020
Research & Trends
Digital 2020
A comprehensive look at the state of the internet, mobile devices, social media, and ecommerce.
Social Media Trends 2020 Report
Social Media Trends 2020 Report
Backed by data from over 3,100 respondents, interviews with industry analysts, and exhaustive market research, this report covers five distinct global social trends.
Making Search and Social Ads Work Together
Making Search and Social Ads Work Together
How to combine Google and Facebook ads to increase conversions throughout the buyer journey
The state of digital in Q4 2019
The state of digital in Q4 2019
From the rise of Chinese apps like TikTok to the regional impact of 5G, you’ll find the latest insights into the state of digital in our updated report.
Achieving Social Performance
Achieving Social Performance
How to deliver the revenue growth CMOs demand with social media
How the British Museum Increased
Social Media Engagement by 126%
Case Studies
How the British Museum Increased Social Media Engagement by 126%
With a social media strategy focused on engagement and customer experience,
the Museum has grown its social audience faster than its peers
The state of digital in Q3 2019
Research & Trends
The state of digital in Q3 2019
From Snapchat's surging ad growth to the latest data on fake news, our updated report offers surprising insights from the state of digital.
Social Media Innovators 2019
Social Media Innovators 2019
Find out how leading global brands are using social media to transform their industry
Employee Advocacy Program Guide
Employee Advocacy Program Guide
How to plan, launch, and grow a successful employee advocacy program for your organization.
Brands to Beat on Social Media: Financial Services and Insurance
Brands to Beat on Social Media: Financial Services and Insurance
The best of the Fortune 500—and the content formats they're using to win on social
The state of digital in April 2019
The state of digital in April 2019
Update your strategy with brand new data and insights in this newly released version of our Digital in 2019 report.
The Social Government Toolkit 2019
The Social Government Toolkit 2019
The resources you need to succeed on social this year
CMO Briefing: Social Media Trends 2019
CMO Briefing: Social Media Trends 2019
The challenges of 2018 present new opportunities for brands to establish deeper, more authentic relationships with our customers in 2019 and beyond.
5 things you didn't know you could do with Hootsuite
5 things you didn't know you could do with Hootsuite
Hootsuite is a flexible platform for managing your social media, offering a comprehensive suite of tools that go far beyond what our competitors offer.
Social Networks Forecast 2019: Government & Public Sector Edition
Social Networks Forecast 2019: Government & Public Sector Edition
Learn about where social networks are headed, with best practice specific to your sector
The State of Social Media in Retail 2019
The State of Social Media in Retail 2019
Using data from our annual survey of customers, analyst interviews and exhaustive research, we’ve highlighted five key social media trends for retailers to watch and adapt to in 2019.
Discover the state of digital in Denmark
Discover the state of digital in Denmark
Set your 2019 social strategy off right by downloading our digital report for Denmark—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Finland
Discover the state of digital in Finland
Set your 2019 social strategy off right by downloading our digital report for Finland—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Norway
Discover the state of digital in Norway
Set your 2019 social strategy off right by downloading our digital report for Norway—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Sweden
Discover the state of digital in Sweden
Set your 2019 social strategy off right by downloading our digital report for Sweden—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Belgium
Discover the state of digital in Belgium
Set your 2019 social strategy off right by downloading our digital report for Belgium—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Switzerland
Discover the state of digital in Switzerland
Set your 2019 social strategy off right by downloading our digital report for Switzerland—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Portugal
Discover the state of digital in Portugal
Set your 2019 social strategy off right by downloading our digital report for Portugal—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Argentina
Discover the state of digital in Argentina
Set your 2019 social strategy off right by downloading our digital report for Argentina—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Peru
Discover the state of digital in Peru
Set your 2019 social strategy off right by downloading our digital report for Peru—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Brazil
Discover the state of digital in Brazil
Set your 2019 social strategy off right by downloading our digital report for Brazil—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Chile
Discover the state of digital in Chile
Set your 2019 social strategy off right by downloading our digital report for Chile—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Colombia
Discover the state of digital in Colombia
Set your 2019 social strategy off right by downloading our digital report for Colombia—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in India
Discover the state of digital in India
Set your 2019 social strategy off right by downloading our digital report for India—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Malaysia
Discover the state of digital in Malaysia
Set your 2019 social strategy off right by downloading our digital report for Malaysia—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Taiwan
Discover the state of digital in Taiwan
Set your 2019 social strategy off right by downloading our digital report for Taiwan—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in the Philippines
Research & Trends
Discover the state of digital in the Philippines
Set your 2019 social strategy off right by downloading our digital report for the Philippines—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Indonesia
Discover the state of digital in Indonesia
Set your 2019 social strategy off right by downloading our digital report for Indonesia—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Japan
Discover the state of digital in Japan
Set your 2019 social strategy off right by downloading our digital report for Japan—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Hong Kong
Discover the state of digital in Hong Kong
Set your 2019 social strategy off right by downloading our digital report for Hong Kong—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in New Zealand
Discover the state of digital in New Zealand
Set your 2019 social strategy off right by downloading our digital report for New Zealand—plus unlock our global report to find out the state of digital worldwide.
Minimize Social Media Security Risk 
Minimize Social Media Security Risk
A 3-Step Action Plan for Government
Discover the state of digital in Singapore
Discover the state of digital in Singapore
Set your 2019 social strategy off right by downloading our digital report for Singapore—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in France
Discover the state of digital in France
Set your 2019 social strategy off right by downloading our digital report for France—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Italy
Discover the state of digital in Italy
Set your 2019 social strategy off right by downloading our digital report for Italy—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in the UK
Discover the state of digital in the UK
Set your 2019 social strategy off right by downloading our digital report for the UK—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Germany
Discover the state of digital in Germany
Set your 2019 social strategy off right by downloading our digital report for Germany—plus unlock our global report to find out the state of digital worldwide.
The global state of digital in 2019
Research & Trends
The global state of digital in 2019
Guide your digital strategy with essential insights and data from our Digital in 2019 Report. Plus, get access to individual breakdowns by countries too.
Discover the state of digital in the UAE
Discover the state of digital in the UAE
Set your 2019 social strategy off right by downloading our digital report for the UAE—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Spain
Discover the state of digital in Spain
Set your 2019 social strategy off right by downloading our digital report for Spain—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in China
Discover the state of digital in China
Set your 2019 social strategy off right by downloading our digital report for China—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Canada
Discover the state of digital in Canada
Set your 2019 social strategy off right by downloading our digital report for Canada—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Australia
Discover the state of digital in Australia
Set your 2019 social strategy off right by downloading our digital report for Australia—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in the USA
Discover the state of digital in the USA
Set your 2019 social strategy off right by downloading our digital report for the USA—plus unlock our global report to find out the state of digital worldwide.
Discover the state of digital in Mexico
Discover the state of digital in Mexico
Set your 2019 social strategy off right by downloading our digital report for Mexico—plus unlock our global report to find out the state of digital worldwide.
2019 Social Media Trends for Financial Services and Insurance
2019 Social Media Trends for Financial Services and Insurance
Based on internal benchmarking data for 100+ organizations, a survey of 300+ industry marketers, and extensive interviews with industry experts, our report will show you the best strategies that progressive businesses are using to drive revenue, decrease costs, and mitigate risk in 2019.
The State of Social Media in Government in 2019
The State of Social Media in Government in 2019
Hootsuite’s annual report on the social media trends that matter for government
Social Trends Toolkit
Social Trends Toolkit
Understand the upcoming social media trends, and learn how to make them a part of your social media strategy.
Social Media Trends Report 2019
Social Media Trends Report 2019
Using data from 3255 respondents, interviews with industry analysts, and exhaustive market research, this report will help you understand where social is going.
2019 Social Campus Report
2019 Social Campus Report
A global report on higher education social media usage
Docapost puts Employee Advocacy at the heart of its B2B development strategy
Docapost puts Employee Advocacy at the heart of its B2B development strategy
A means of driving recognition, evangelising the market and transforming team culture, Docapost’s employee ambassador programme goes from strength to strength with Hootsuite amplify.
Social Networks Forecast
Social Networks Forecast
If you want to be successful, you need to know where social networks are headed. This report breaks down current trends and how they’ll affect the outlook for each social network.
Get Your 2019 Strategy Ready
Get Your 2019 Strategy Ready
Lean into Social: Learn from the British Museum
The Social C-Suite
The Social C-Suite
How to activate your executives on social media to humanize your financial services brand, build trust, and increase employee engagement
How Alès Group Uses Social Media to Win More Followers—and Sales
Case Studies
How Alès Group Uses Social Media to Win More Followers—and Sales
The cosmetics company uses coordinated strategy and a global content library to empower regional teams around the globe.
The Social Customer Experience
The Social Customer Experience
How enterprise organizations are using social media to transform the customer journey
Mapfre creates a united social media strategy to deliver a consistent brand voice across channels
Case Studies
Mapfre creates a united social media strategy to deliver a consistent brand voice across channels
Retail, Social Media and the Customer Experience
Retail, Social Media and the Customer Experience
How retailers are using social media to manage and improve the customer experience
Hootsuite’s Social Media Barometer Report 2018
Research & Trends
Hootsuite’s Social Media Barometer Report 2018
An annual global study on how organizations are using social media
The Social Government Benchmark Report 2018
The Social Government Benchmark Report 2018
Challenges and opportunities for governments adopting social media
The State of Social Media in UK Government
The State of Social Media in UK Government
Hootsuite’s annual report on social media trends in government
Social Media Strategy Guide
Social Media Strategy Guide
A 5-step guide to developing your social media presence
Perfect Your 2019 Social Plans
Perfect Your 2019 Social Plans
The 8 Steps to a Highly Effective Social Strategy
Uniting Social Media Strategy
Uniting Social Media Strategy
A framework to coordinate service delivery and incident communications for local government
Hootsuite's Social Business Report 2018
Hootsuite's Social Business Report 2018
A global study on the strategic role of social media in financial services
The Social Customer Experience
The Social Customer Experience
How enterprise organizations are using social media to transform the customer journey
Forrester New Tech: B2B Social Selling Tools, Q1 2018
Forrester New Tech: B2B Social Selling Tools, Q1 2018
Forrester’s landscape overview of 18 B2B social selling providers
Forrester New Tech: B2B Social Selling Tools, Q1 2018
Forrester New Tech: B2B Social Selling Tools, Q1 2018
Forrester’s landscape overview of 18 B2B social selling providers
The State of Social Media in Government in 2018 
The State of Social Media in Government in 2018
Learn about the trends that matter and how government organizations will use social this year
5 Best Practices for Your LinkedIn Page
5 Best Practices for Your LinkedIn Page
Learn how to create a winning LinkedIn strategy for your business on the world’s largest and most active professional networking platform.
2018 Social Media Trends Report for Financial Services and Insurance
2018 Social Media Trends Report for Financial Services and Insurance
Hootsuite’s financial service report examines key industry trends, tracking how organizations are using social media to grow revenues and decrease operational costs.
Digital in 2018: Asia Pacific
Digital in 2018: Asia Pacific
Regional digital trends report on Asia Pacific
Digital in 2018: Europe, Middle East and Africa
Digital in 2018: Europe, Middle East and Africa
Regional digital trends report on Europe, the Middle East and Africa
Digital in 2018: The Americas
Digital in 2018: The Americas
Regional digital trends report on North, Central and South America
From Insights to Action
From Insights to Action
How Asia Pacific organisations are unlocking the ROI of social media
The Value of Social Media in the UK Government
The Value of Social Media in the UK Government
Discover the social solutions for government that will help take your social strategy to the next level.
Compliance Guide for Financial Services
Compliance Guide for Financial Services
The Advisor’s Guide to Social Media Compliance in the UK
2018 Social Media Trends Toolkit
2018 Social Media Trends Toolkit
Use these six resources to prepare your business for success
2018 Social Media Trends Toolkit
2018 Social Media Trends Toolkit
Use these six resources to prepare your business for success
Social Media Trends 2018 Report
Social Media Trends 2018 Report
Discover the five social trends to prepare your business for success next year—and beyond.
Optimize Your Facebook Ad Spend
Strategy & Tactics
Optimize Your Facebook Ad Spend
Discover how to get the most out of your ad budget.
Connected Citizens, Connected Government
Connected Citizens, Connected Government
How social media is transforming the public sector in Australia and New Zealand
The Guide to Paid Social
Strategy & Tactics
The Guide to Paid Social
5 simple steps to calculate the ROI for social ads campaigns
AdEspresso and Hootsuite: Social Ads Toolkit
AdEspresso and Hootsuite: Social Ads Toolkit
Maximize return on your social advertising with AdEspresso and Hootsuite
How to Build a Social Following
How to Build a Social Following
The tools, tactics, and routines of 3 world-class social media professionals
Investing in social
Investing in social
Advocacy, innovation, and cultural transformation in financial services
Enabling Seamless Selling with Social Media
Enabling Seamless Selling with Social Media
Bridging the gap between sales and marketing to boost revenue with social selling
The value of social media in the Government of Canada: A guide to keeping up with today’s digital citizen
The value of social media in the Government of Canada: A guide to keeping up with today’s digital citizen
Traditional communications methods no longer cut it. Discover the new social solutions for government that will take your social strategy to the next level.
Proving the value of social media across the U.S. Government: The evolution of citizen engagement online
Proving the value of social media across the U.S. Government: The evolution of citizen engagement online
Public agencies can’t afford to get left behind.
Brand Protection for Modern Enterprises
Brand Protection for Modern Enterprises
Protecting your brand from internal and external threats on social media
Employee Advocacy Guide
Toolkits
Employee Advocacy Guide
Extend your social reach by making it easy—and safe—for your employees to share company posts with their own networks.
Financial Services Social Media Toolkit
Financial Services Social Media Toolkit
Embrace social media opportunities—without putting your brand at risk.
How to define your unique social ROI
How to define your unique social ROI
What the ROI of social is (and what it isn’t)
Compliance for Financial Services
Strategy & Tactics
Compliance for Financial Services
The Advisor’s Guide to Social Media Compliance
Brand Protection Toolkit
Brand Protection Toolkit
Defend your brand against a range of social media threats.
Brand Protection Toolkit
Brand Protection Toolkit
Defend your brand against a range of social media threats.
Forrester Consulting Study: Social Selling: A New B2B Imperative (May, 2017)
Forrester Consulting Study: Social Selling: A New B2B Imperative (May, 2017)
Learn how enterprises are embracing social selling to drive new revenue
The social executive: How to influence trust, transparency, and the bottom line 
Research & Trends
The social executive: How to influence trust, transparency, and the bottom line
In the C-suite, opportunity no longer knocks—it tweets, snaps, likes, and shares.
How to Protect Your Brand on Social Media
Strategy & Tactics
How to Protect Your Brand on Social Media
Strategies to prevent the 6 biggest brand disasters on social
Social ROI Toolkit
Social ROI Toolkit
Develop a clear framework for measuring and proving the actual ROI of your social media strategy.
Hootsuite for Health Care: Enabling the Modern Patient Journey
Hootsuite for Health Care: Enabling the Modern Patient Journey
Hootsuite helps health care organizations improve the patient experience through social media, while protecting the brand and staying compliant with industry regulations.
The 8 Elements of a Successful Government Social Media Strategy
The 8 Elements of a Successful Government Social Media Strategy
Learn the best practices that inform successful public sector social media strategies.
Forrester: The Digital Maturity Model 5.0
Research & Trends
Forrester: The Digital Maturity Model 5.0
Do you know how your social media and digital efforts compare with those of your competitors?
Talkwalker: How the Financial Services Industry Can Use Social Media to Drive Business Advantage
Talkwalker: How the Financial Services Industry Can Use Social Media to Drive Business Advantage
Learn how to use social media to protect brands, gain consumer insights, and improve customer service.
Creating a Social Selling Action Plan
Creating a Social Selling Action Plan
How marketers can help sales teams succeed
Hootsuite for State and Local Government
Hootsuite for State and Local Government
Read our brochure to see how our battle-tested technology, extensive ecosystem, and social DNA help state and local government organizations understand, inform, and engage constituents.
Social Selling Demystified
Strategy & Tactics
Social Selling Demystified
The definitive guide for marketers
Social Media Trends Report for Health Care
Social Media Trends Report for Health Care
In this report, we examine global social media trends impacting the health care sector. You’ll learn how health care organizations are using social media to attract prospective patients, create brand advocates, and improve the patient experience.
The Connected Consumer
The Connected Consumer
Rethinking the social customer journey in Australia’s hospitality and tourism industry
Instagram Strategy Guide for Australia’s Tourism & Hospitality Industry
Instagram Strategy Guide for Australia’s Tourism & Hospitality Industry
Key steps in developing and implementing a best practice Instagram strategy
Hootsuite for Government: Citizen Engagement Guide
Hootsuite for Government: Citizen Engagement Guide
Supercharge citizen engagement through a secure and scalable platform.
Hootsuite for Higher Education
Hootsuite for Higher Education
A unified social media solution for building your social campus
A Practical Guide to Measuring Social ROI
A Practical Guide to Measuring Social ROI
Social media spend continues to grow at an increasing rate—and according to Ad Age, it’s expected to make up over 20 percent of all marketing budgets by 2020.
Generating Leads with Social Media
Generating Leads with Social Media
A Practical Guide to Improving ROI
Getting to Know Your Audience
Getting to Know Your Audience
How to Research Your Social Media Audience
Getting to Know Your Audience
Getting to Know Your Audience
How to Research Your Social Media Audience
The Toolkit for Social Video
The Toolkit for Social Video
How to Optimise Creative Video Content to Engage Your Audience
How Social Executives are Transforming the Financial Services Industry in Australia
How Social Executives are Transforming the Financial Services Industry in Australia
A report from Hootsuite and LinkedIn
The Social Revolution: Redefining the Student Experience in Australian Higher Education Institutions
The Social Revolution: Redefining the Student Experience in Australian Higher Education Institutions
.
Cross-Campus Innovation: A Guide to Social Media Strategy for Australian Higher Education Institutions 
Cross-Campus Innovation: A Guide to Social Media Strategy for Australian Higher Education Institutions
.
LinkedIn and Hootsuite: A Quick Start Guide
Products & Services
LinkedIn and Hootsuite: A Quick Start Guide
The New Customer Service Model
The New Customer Service Model
How Being Customer-Obsessed on Social Media Will Grow Your Brand
Forrester Research, Inc. Report: The ROI of Digital Business Transformation (November 6, 2015)
Forrester Research, Inc. Report: The ROI of Digital Business Transformation (November 6, 2015)
How building a solid business case and getting a significant investment is the key to your organization’s digital transformation
The Social Video Toolkit
The Social Video Toolkit
3 checklists to help you create and share videos on social
A Guide to Social Video Strategy
Strategy & Tactics
A Guide to Social Video Strategy
5 steps to creating videos that make an impact
How to attach images and video to Facebook Pages and personal profiles in Hootsuite
Products & Services
How to attach images and video to Facebook Pages and personal profiles in Hootsuite
Simply add your video as an attachment, pick your thumbnail image, and send
The Social Campus Toolkit
The Social Campus Toolkit
Learn how to implement an effective campus-wide social strategy
Innovate UK government agency promotes 300 events annually and exceeds engagement targets
Strategy & Tactics
Innovate UK government agency promotes 300 events annually and exceeds engagement targets
How governments can use social media to generate sustained business benefits
Storytelling on a global scale: How Free The Children charity uses social media
Storytelling on a global scale: How Free The Children charity uses social media
Building enough brand love to become one of the largest charitable Facebook causes in the world
Bringing science to social: Polymer Solutions grows followers by 375%
Bringing science to social: Polymer Solutions grows followers by 375%
How a B2B technology-based company took an analytic approach to creating a social media strategy
Hootsuite Enterprise and Brandwatch
Hootsuite Enterprise and Brandwatch
Anticipate trends and measure new initiatives with social data
Influencer Marketing 101
Influencer Marketing 101
3 steps to creating a successful influencer campaign
Social Media Strategy Template
Strategy & Tactics
Social Media Strategy Template
Are you ready to take action on your social media strategy?
Make Your First Sale on Social Media
Make Your First Sale on Social Media
A guide for small and medium-sized businesses
Forrester Research, Inc. Report: Advocate Marketing Creates B2B Customer Relationships That Last A Lifetime (September 28, 2015)
Forrester Research, Inc. Report: Advocate Marketing Creates B2B Customer Relationships That Last A Lifetime (September 28, 2015)
How focusing on people, not companies, is the key to increasing advocate engagement
Expert Tips For Using Facebook in Hootsuite
Expert Tips For Using Facebook in Hootsuite
Discover tools, techniques, and best practices in this guide from our Social Media Coaches.
Social media at City, University of London 
Social media at City, University of London
How City, University of London attracts and engages students with the perfect mix of content marketing
How to get employees to (willingly) share your social media content 
How to get employees to (willingly) share your social media content
.
The Power of Employee Advocacy
The Power of Employee Advocacy
18 compelling statistics that show why employee advocacy is the next big trend in social
How a UK university used social media to increase student recruitment
How a UK university used social media to increase student recruitment
University of Salford: Becoming the first social university in the UK through a culture of collaboration and engagement
Social Selling For Large Organizations
Social Selling For Large Organizations
Best practices to empower sales teams on social
Forrester Research, Inc. Report: Break Through The Hype Of Social Selling (July 28, 2015) 
Forrester Research, Inc. Report: Break Through The Hype Of Social Selling (July 28, 2015)
How to successfully enable your sales teams to utilize their social networks
Instagram via Hootsuite 
Instagram via Hootsuite
How agencies can better manage multiple Instagram accounts
Engaging Customers Locally: How Social Is Changing The Local Buying Journey
Engaging Customers Locally: How Social Is Changing The Local Buying Journey
The buying journey is changing when it comes to modern shoppers.
Instagram Master Tactics
Instagram Master Tactics
With 500 million monthly active users, Instagram is filled with creative marketing and community-building opportunities.
Instagram and Hootsuite
Instagram and Hootsuite
A Quick Start Guide. With 400 million monthly active users, Instagram can open up a world of opportunity for your business.
How to Handle Complaints via Twitter
How to Handle Complaints via Twitter
42% of consumers complaining on social media expect a response within 60 minutes—but the average company takes just over 8 hours to respond.
Social Media Guide for Small Businesses
Social Media Guide for Small Businesses
How to use social media to grow your business, save time, and stay competitive
Health Care Guide: Driving Patient Engagement
Health Care Guide: Driving Patient Engagement
4-step guide to social media in Health Care.
Social Selling Toolkit
Toolkits
Social Selling Toolkit
Social media has changed the selling process dramatically.
Social Media Innovators in Government Toolkit
Social Media Innovators in Government Toolkit
Discover how to do more with social media
Listen and Serve
Listen and Serve
7 innovative ways governments can increase transparency and public participation
From Tweets to Impact
From Tweets to Impact
8 steps to building an innovative government social media strategy
How Hootsuite Wins with Social Data
How Hootsuite Wins with Social Data
Learn how our own marketing pros use social listening and analytics to hit KPIs
10 Tips For Running Your First Campaign
10 Tips For Running Your First Campaign
How to establish a compelling social marketing strategy to engage your audience online
The Social Government
The Social Government
How governments are reducing costs and better serving constituents via social
How a health care organization scales social media across 23,000+ employees while successfully navigating HIPAA regulations
Case Studies
How a health care organization scales social media across 23,000+ employees while successfully navigating HIPAA regulations
Navigating Social Media Compliance 
Navigating Social Media Compliance
Learn how to securely deploy social in your organization
Social Media Data Cookbook - For Marketers
Social Media Data Cookbook - For Marketers
11 simple, useful, and completely practical ways to use social media data
Singapore Committee for UN Women Case Study - 5698
Singapore Committee for UN Women Case Study - 5698
Using social to connect with hard-to-reach audiences and inspire action worldwide
The Power of Social Conversation Analysis
The Power of Social Conversation Analysis
How to Fuel Business Insights through Social Conversations
Creating a social media strategy
Creating a social media strategy
Discover the social media strategy TerraCycle used to build a global community of thousands
Aligning the Social Organization
Aligning the Social Organization
7 Key Traits of Highly Collaborative Businesses
SXSW Case Study - 5682
SXSW Case Study - 5682
How SXSW prepared for event and crowd management using Hootsuite and Nexalogy
Make Your Social #FailProof
Make Your Social #FailProof
Discover the 9 types of social media fails and how to avoid them
Launching a Successful Multilingual Campaign: A Case Study With ARTE TV - 5673
Launching a Successful Multilingual Campaign: A Case Study With ARTE TV - 5673
How ARTE TV launched a 24 hour multilingual campaign that drove international awareness and viewership
Connect Your Enterprise World
Connect Your Enterprise World
How to enhance your business technologies by integrating social media
Social Customer Service Toolkit
Social Customer Service Toolkit
Increase customer satisfaction and deliver a consistent brand experience
Real-Time Marketing: Go Beyond The Buzz
Real-Time Marketing: Go Beyond The Buzz
Definitions, examples and work plans to get you started
8 Social Media Tips for Financial Services
8 Social Media Tips for Financial Services
Finance industry-specific best practices for implementing social media
The Beginner’s Guide to Social Media Metrics
Strategy & Tactics
The Beginner’s Guide to Social Media Metrics
A blueprint for getting started with social analytics
Reaching global audiences with social media
Reaching global audiences with social media
How the University of South Australia lifts global engagement by 42%
Evaluating social media education programs
Evaluating social media education programs
How to find a program that fits your unique needs and drives business results
Succeeding with social customer service
Succeeding with social customer service
Your 5-step strategy to building a loyal customer base using social media
Strategizing the Social Media Play: A CFL Case Study - 5574
Strategizing the Social Media Play: A CFL Case Study - 5574
How the CFL used social media to increase fan engagement and referral traffic
Mapping your Organizational Roles
Mapping your Organizational Roles
See how enterprises can prepare themselves for real-world risk scenarios
Evaluating Enterprise Social Media Platforms
Evaluating Enterprise Social Media Platforms
How to support business goals through customized workflows for each department
Top 10 Social Media Tips for Small Businesses
Top 10 Social Media Tips for Small Businesses
How to build a strong social media marketing presence
Adding your Social Network Profiles
Products & Services
Adding your Social Network Profiles
Discover how you can manage all your social profiles in one place
Social Media in Technology
Social Media in Technology
How to unify your social media strategy across the organization
Social Selling for Sales Executives
Social Selling for Sales Executives
How to connect with prospects at the right time and close deals fast
Ensure Compliance Across Your Organization
Ensure Compliance Across Your Organization
How to establish the right compliance controls
6 Steps to Social Media Compliance
6 Steps to Social Media Compliance
Learn about how regulations may affect your industry while using social media
Managing your Pending Posts
Strategy & Tactics
Managing your Pending Posts
Learn how to schedule, AutoSchedule, view, and edit your pending posts
3 Ways Sports Organizations Use Social Media
3 Ways Sports Organizations Use Social Media
Develop a social strategy to increase fan loyalty and deliver significant ROI
How to Add Instagram to your Hootsuite Dashboard - 5653
Strategy & Tactics
How to Add Instagram to your Hootsuite Dashboard - 5653
How to connect your Instagram account to Hootsuite
Putting Social to Work for Your Business
Putting Social to Work for Your Business
Easily amplify your social reach exponentially through employee participation
8 Social Media Tips for the Retail Industry
8 Social Media Tips for the Retail Industry
Understanding today's path-to-purchase
The hardest hit by Hurricane Sandy
The hardest hit by Hurricane Sandy
How Morris County communicated with citizens during emergency response
Storytelling with Saving Lincoln - 5563
Storytelling with Saving Lincoln - 5563
How a successful independent film launched on Twitter with a $1,000 budget using Hootsuite
A Major League Soccer Case Study
A Major League Soccer Case Study
See how Major League Soccer uses Hootsuite social contesting to build a fan base
Organize your Social Business
Organize your Social Business
5 steps to developing and implementing an enterprise-wide social strategy
8 Tips for Social Business
Strategy & Tactics
8 Tips for Social Business
How to measure ROI and scale your efforts
How Antalis Leads Its Industry on Social with Employee Ambassadors
Case Studies
How Antalis Leads Its Industry on Social with Employee Ambassadors
DaVita Inc. uses social media to help raise kidney disease awareness
Case Studies
DaVita Inc. uses social media to help raise kidney disease awareness
How Abu Dhabi is Boosting Tourism with Social Media
Case Studies
How Abu Dhabi is Boosting Tourism with Social Media
The Social Media Toolkit for Fresh Ideas
Toolkits
The Social Media Toolkit for Fresh Ideas
All the inspiration you need to feed the social beast
How UNESCO used social media to raise awareness of crimes against journalists
Case Studies
How UNESCO used social media to raise awareness of crimes against journalists
SIX automates key cybersecurity tasks to actively protect itself against social media threats
Case Studies
SIX automates key cybersecurity tasks to actively protect itself against social media threats
Helping to keep road users safe with an effective social media strategy
Case Studies
Helping to keep road users safe with an effective social media strategy
Using Social Media to Circulate News that Matters and Solve Crimes
Case Studies
Using Social Media to Circulate News that Matters and Solve Crimes
How Meliá became one of the most influential hotel chains on social media
Case Studies
How Meliá became one of the most influential hotel chains on social media
San Diego Zoo: Community Engagement - 5566 Bringing the zoo to you
San Diego Zoo: Community Engagement - 5566 Bringing the zoo to you
How the San Diego Zoo educates and inspires a global audience using Hootsuite
How the WWF inspires global action with social media
Case Studies
How the WWF inspires global action with social media
The Social Campus
Strategy & Tactics
The Social Campus
Improving the student, staff, and alumni experience with social media
The 8 Elements of a Successful Government Social Media Strategy
Strategy & Tactics
The 8 Elements of a Successful Government Social Media Strategy
A practical guide for public sector organizations
How Georgia State University Built a Global Community of Brand Advocates
Case Studies
How Georgia State University Built a Global Community of Brand Advocates
How Ochsner Health Reaches New Audiences on Social—and Doubled its Engagement
Case Studies
How Ochsner Health Reaches New Audiences on Social—and Doubled its Engagement
2022 Digital Trends Report
Research & Trends
2022 Digital Trends Report
Read the report now for an in-depth look at 2022’s most noteworthy digital trends and statistics.
How Nokia used social to become the talk of the world’s largest mobile tech event
Case Studies
How Nokia used social to become the talk of the world’s largest mobile tech event
How Meliá’s Social-First Strategy Built Customer Loyalty and Business Resilience During a Crisis
Case Studies
How Meliá’s Social-First Strategy Built Customer Loyalty and Business Resilience During a Crisis
How the University of Sydney Proves the Value of Social Media
Case Studies
How the University of Sydney Proves the Value of Social Media
How Antalis Leads Its Industry on Social with Employee Ambassadors
Case Studies
How Antalis Leads Its Industry on Social with Employee Ambassadors
How SYKES Latin America used Hootsuite to reduce hiring costs and attract high-quality candidates on social
Case Studies
How SYKES Latin America used Hootsuite to reduce hiring costs and attract high-quality candidates on social
How Amway Transformed Its Social Enterprise and Boosted Campaign Revenue by 500%
Case Studies
How Amway Transformed Its Social Enterprise and Boosted Campaign Revenue by 500%
Innovate UK executed a social media strategy to get their message seen by more people
Case Studies
Innovate UK executed a social media strategy to get their message seen by more people
Enhancing the student experience with social media content
Case Studies
Enhancing the student experience with social media content
Marketo uses Hootsuite to improve lead quality and maintain 93% customer satisfaction
Case Studies
Marketo uses Hootsuite to improve lead quality and maintain 93% customer satisfaction
How a European Tourism Leader Earned a 200% Return on Investment in Social Media
Case Studies
How a European Tourism Leader Earned a 200% Return on Investment in Social Media
How Sodexo leads its industry with social advocacy
Case Studies
How Sodexo leads its industry with social advocacy
How the RACGP uses social media to build stronger connections with its audience
Case Studies
How the RACGP uses social media to build stronger connections with its audience
How Sodexo Universities builds meaningful connections with students
Case Studies
How Sodexo Universities builds meaningful connections with students
The Definitive Guide to Social Selling
The Definitive Guide to Social Selling
How to use social media to listen, learn, and engage, and boost your close rate
Get the training you need to grow your career