Effect Of Social Media Use On Customer Experience, September 2013 [CHART]
Asked how much the growth of externally facing social platform usage (such as Twitter, YouTube and online communities) has changed the way their organization interacts with customers, 5% of respondents indicated a “transformational” impact, and another 26% a “significant” impact. That’s according to findings from a Social Media Today study conducted with Leader Networks and sponsored by Oracle.
The study surveyed more than 952 marketing (662) and technology (263) executives from organizations around the world to arrive at its findings regarding socially enabled enterprises. (A socially enabled enterprise is defined in the study as “a set of collaborative processes that are customer-driven, such as faster time to market with new products and services, more successful research and development outcomes and refined market messages that are explicitly influenced by customer needs.”) Read the rest at MarketingCharts.