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Innovation

Execs: Social media matters to customer service but...

Social media is crucial to customer care according to a CapGemini survey of executives, but enterprises aren't so sure who is responsible for actually responding to the masses.
Written by Larry Dignan, Contributor on

Social media is crucial to customer care according to a CapGemini survey of executives, but enterprises aren't so sure who is responsible for actually responding to the masses.

Among the key themes:

  • 52 percent of senior executives say social media is part of their customer service operations.
  • 57 percent of execs see social media as a way to garner customer input and insight on products and complaints.
  • 73 percent of execs don't know how many employees are dedicated to listening to social media conversations about them.
  • 64 percent of execs farm out social media monitoring to marketing.
  • 41 percent of companies monitor online conversations and only respond to direct customer questions.
  • 36 percent of execs measure the value of a social media program.

Capgemini's findings come courtesy of a Harris Interactive survey of 302 senior execs at Fortune 1000 companies.

Among the key charts:

capgemsocial3.png

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