Private Companies' Use Of Digital For Customer Engagement [CHART]
70% of private companies are now doing some form of customer outreach through digital avenues (e.g. email and company websites), with 67% leveraging social media and mobile devices according to Pricewaterhouse Coopers research released in July. These companies are using digital tools primarily to engage in more targeted marketing to individual customers and to engage customers to act as brand ambassadors. Recent research from IBM has shown that CEOs believe social media in particular will have a bright future in customer engagement: although only 16% of the more than 1,700 CEOs surveyed across the globe currently engage customers through social media, 57% anticipate doing so in the few years, a proportion that places the channel behind only face-to-face methods of interaction (67%), and ahead of websites (55%) and call centers (31%). Read the rest at MarketingCharts.