Monitoring

B2B & B2C Global Social Monitoring For Customer Service [CHART]

via emarketer.com In January 2012, customer experience management software company Satmetrix surveyed over 1,000 B2B and B2C companies worldwide and found that more than half of B2C companies (53%) both tracked mentions and followed up on them, while an additional 25% only tracked and 4% only followed up. This is compared to only 27% of…

Read More

Global Social Monitoring For Customer Service [CHART]

via emarketer.com Looking at the differences worldwide, US-based companies were more likely to use social media to track mentions and follow up, with 46% of US companies and 45% of North American companies saying they did both. In Asia, the percentage of companies was lower, at 39%, and in both Latin America and Australia/New Zealand…

Read More

Global Corporate Social Media Monitoring [CHART]

via emarketer.com A study of companies worldwide from SHARE and GUIDE SHARE EUROPE and sponsored by IBM and Marist College found that only 52.8% of respondents were currently monitoring open online social media communities or networks. [Unisphere Media collected the data in January and February 2012. The study was written by Unisphere analyst Peter Auditore.]…

Read More