This article by CNET, Why Google is Ditching Search, prompted me to look for empirical research supporting the author’s premise. And I found this gem of a research paper, #TwitterSearch: A Comparison of Microblog Search and Web Search.
The Stanford and Microsoft researchers compared how individuals use search in Twitter versus traditional Web platforms like Google and Bing. What the researchers found:
- Web search can leverage social search to discover additional search queries that are temporally and contextually related, thus delivering a more relevant set of search results
- Social search influences the perception of online reputation
- Web search can leverage the hashtag and tagging concepts central to social search (especially Twitter and del.icio.us) to identify and deliver non-spam results that deep link to further relevant results
- Web search can leverage social search to understand what issues are trending, the nuances of these trends, and then relate these discoveries to search queries and thereby deliver a more relevant result
Similarly, these findings above suggest there is increased opportunity within CRM systems. The researchers found that individuals bounce between social and Web search as they narrow their queries. If a brand is leveraging a social platform (via Twitter, Tumblr, Facebook, etc) and focused on SEO, and consumers find consistent redundancy in results for their queries via both search platforms, the likelihood that this consumer will reach out to this brand increases. And if this brand is capable of tracking the source of the lead (what platform delivered the lead) in conjunction with tracking the query that generated the lead (what was actually searched), then the brand can engage the consumer with a higher level of insight. This type of process necessarily promotes high consumer satisfaction (and increased likelihood of lead conversion).
Photo credit: visualpanic