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Daily CX updates for the Oracle EMEA CX partner community

Becoming A Socially Enabled Enterprise (Research Study)

Richard Lefebvre
CX Partners programs Director

In the spring of 2013, Social Media Today partnered with Oracle and Leader Networks to
explore the impact of social business transformation on the enterprise.

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.

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