Becoming A Socially Enabled Enterprise (Research Study)
By Richard Lefebvre on Oct 03, 2013
A socially enabled enterprise (SEE) needs to “deliver the kind of enhanced, seamless experience that makes its brand irresistible.” Its collaborative processes should drive business improvements across the organization.
And social consumers are not shy in giving enterprises the data they need to make these improvements. Forty percent of consumers have Tweeted about a brand, 58 percent have Liked a brand, 41 percent have shared content about a brand, 75 percent have posted a negative comment after a bad customer experience, and a typical user will tell an average 53 people about a poor customer experience.
The findings of the study showed that social adoption is widespread and is not easy. Larger organizations are further along to becoming SEEs than smaller organizations. Most noteworthy is that becoming a SEE must be part of an enterprise’s strategic agenda. And then that strategy needs to link to the enterprise’s operational plans.
Andy Bowens, Senior Vice President, External Communications, MasterCard, cut to the chase when he said that enterprises must take its social insights into the boardroom to make an impact and not just be listening voyeurs.
Read the entire article with a link to the study here.