56 Percent of Customer Experience Officers Say Social Media Will Have
Greater Impact Than Traditional Media on Customer Satisfaction in 2014,
According to New Consero Survey
BETHESDA, Md- (Nov. 1, 2013) – A majority (56%) of Fortune 1000 Customer
Experience Officers anticipate that social media will have a greater impact
on the satisfaction of customers in 2014 than traditional media, according
to a new survey by Consero Group, an international leader in creating
high-level, invitation-only events for senior executives. The results were
reported as part of the Fall 2013 Customer Experience Officer Data Survey,
compiled by Consero Group.
The Consero survey also reveled a majority (66%) of Customer Experience
Officers said their organizations are unprepared to handle the risks arising
from the use of social media.
“It is not surprising that social media is clearly becoming the dominant
force in customer experience efforts, as compared to traditional media,”
said Paul Mandell, Founder & CEO of Consero. “What is surprising is that a
substantial number of Customer Experience Officers indicated their companies
are not prepared to handle social media’s inherent risks.”
In addition, 68 percent of Customer Experience Officers reported seeing a
substantial generation gap in data collection and information-sharing
efforts.
Mandell added, “As the generation gap in data collection and
information-sharing efforts declines in the coming years, we expect the
impact of social media on customer satisfaction to experience a significant
increase.”
Other findings from The Consero Fall 2013 Customer Experience Survey
include:
. Majority Requesting Online Contact Information: More than
three-quarters (76%) said they ask customers for their e-mail addresses or
Facebook/Twitter usernames.
. Lack of Interdepartmental Support: A majority (54%) said other
departments are not supportive of their efforts.
. Inadequate Resources: A majority (59%) also said they do not have
the resources needed to manage the customer experience function effectively.
The Fall 2013 Customer Experience Officer Data Survey included 11 questions
that were posed to Fortune 1000 Customer Experience Officers in connection
with the invitation-only Customer Experience Forum hosted by Consero. A
total of 41 responses were provided.
About Consero
Founded in 2010, Consero Group is an international leader in creating
industry-specific events for senior-level executives in industries that
include: Legal, Compliance, Shared Services, Customer Experience, Finance,
IT, HR, Procurement, among others. With operations in the U.S. and in
Europe, Consero is best known for transforming the executive experience
through intimate, invitation-only programs in a sophisticated learning
environment with high-level content. For more information on Consero, please
visit www.consero.com.
