82% of businesses believe consumers find brands on social media, with 70% selling products directly and 80% buying advertising on the big four platforms.

Cemented bu the death of telephone customer service

74% of organisations predict social media will become the preferred means of customer service this year, emphasizing the importance of understanding customer interests and adapting engagement strategies accordingly.

Driven by younger generation

TikTok is driving growth for businesses, with 55% believing it has the most potential for growth, compared to 8% who prefer Instagram.