Why CEOs Should Use Social Media as a form of Engagement with their customers

For CEOs who are trying to decide whether participating in social media is worth their time, there's new research that could help tip the balance.

The new report from CEO.com and business intelligence firm DOMO  notes that social media is more pervasive than ever among consumers: 50% of the population currently uses Facebook, and more than 37% use Twitter. Yet among Fortune 500 CEOs, the report says, only 7.6% are present on Facebook, only 4% use Twitter, and less than 1% use Google Plus. LinkedIn is the only social network where CEOs are slightly ahead of the general populace, the study concludes: Twenty-six percent of CEOs surveyed use LinkedIn, compared to 20.15% of the population at large.

However, another recent report shows CEOs' reluctance may be changing: When IBM recently surveyed 1,709 CEOs, it found just 16% currently participating in social media. However the study predicts the percentage will likely grow to 57% within 5 years, and in fact, social media will become one of the two most important forms of engagement with employees and customers, second only to face to face interactions.

Why the change? Corporate leaders and especially large company CEOs are finally realizing what their employees and customers already know: That using social technologies to engage with customers, suppliers, and even with their own employees enables their companies to be more adaptive and agile.

This is a principle every business owner should take to heart; and in such ways it would allows customers to send recommendation, complaints, praise, ideas and requests for product or services  through a forum the entire world can see.

In many respects, social media is becoming the "universal university" that allows all of us to learn from each other through comments, feedback and spirited dialogues, even when we may not agree. Many of which has brought a certain level of change here in Africa.

Social media also helps in obtaining contacts that would cost far more money or skilled lobbying to help your business or company head towards the right direction (and perhaps be far less engaged)

Consider one more piece of recent research: The BRANDFog 2012 CEO Survey says more than 82% of respondents are likely or much more likely to trust a company whose CEO and team engage in social media. The study also reports that 77% of respondents are likely or much more willing to buy from a company whose mission and values are defined through their leaderships' involvement in social media.

Clearly social media is becoming vital for business; however, the biggest rewards are available for companies whose commitment to social media comes from the top. Regardless the size of your organization, why would any company want to let such a strong potential competitive advantage go?