The value of Facebook friends and Twitter followers [Infographic]

I came across another great infographic this week, this time from, comparing the cost and benefit of using social media. We are all looking for ways to successfully integrate social media into our professional lives, and/or convince those in our organizations who control budgets to invest in the medium.  Figures like these will add a bit more potency to our arguments when we are after a commitment of human and financial resources. Here are a few things I liked/noticed about this infographic:

1. It disputed some common myths. Social media isn’t free. This is the obvious one, but it bears repeating. It also challenges the idea that “if you join a social network, people will interact with you”. In reality, it’s not the fact that you have setup a Facebook page for your business that counts; your success will ultimately depend on the type and quality of your content, along with your user benefit.

2. The puzzling gap between customer engagement and customer service. One would think if customer engagement ranks #1, customer service would be close behind. In fact, customer service is the absolute last place finisher. Customer service is one of the greatest strengths of social media, I wonder why it ranked so low in this survey.

3. The value of a friend. Finally, the numbers that really talk are the ones around the dollar value of a Facebook friend or a Twitter follower. Consistent on both platforms is the fact that customers who interact with a company in the social space are likely to spend more money on that brand. The gap is so significant that some brands post a 100%-300% jump in sales when you compare the amount spent by Facebook friends and non-friends.

Here it is, let me know what you think:

10 Responses to “The value of Facebook friends and Twitter followers [Infographic]”

  1. Thanks. Who produced the infographic? Is there attribution? The link to goes to the general home page. Would like to cite.


    • Hi Mark,
      Thanks for the comment. is the organization responsible for publishing this graphic. They do, however, list about 7 websites where they gathered data from. Perhaps sending a quick email to the folks at Focus would get you the detail you desire. Sorry I can’t be of more assistance. Thanks again.


  2. David – If you use the graphic in a blog post, you should cite the source. It’s your responsibility.


    • Mark – You bring up an interesting question.

      Since your original comment, I have been in contact with the Canadian Research Chair in Internet and E-commerce Law for some advise. He advised me that I need to cite the copyright holder, in this case Just to be sure, I have also contact to make sure this is how they would like their infographic cited.

      I don’t anticipate the citation being changed, but if would like me to alter how they are referred to, I will do so and update you in this comment thread.

      Thanks again.


  3. Interesting article, thanks. I wonder how some of it relates to the smaller business person. It’s definitely something to think about for sure.


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