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56 Percent of Chief Customer Experience Officers Say Social Media Will Have Greater Impact Than Traditional Media on Customer Satisfaction in 2014, According to New Consero Survey

BETHESDA, MD – (Nov. 1, 2013) – A majority (56%) of Fortune 1000 Customer Experience Officers anticipate that social media will have a greater impact on the satisfaction of customers in 2014 than traditional media, according to a new survey by Consero Group, an international leader in creating high-level, invitation-only events for senior executives. The results were reported as part of the Fall 2013 Customer Experience Officer Data Survey, compiled by Consero Group.

The Consero survey also reveled a majority (66%) of Customer Experience Officers said their organizations are unprepared to handle the risks arising from the use of social media.

“It is not surprising that social media is clearly becoming the dominant force in customer experience efforts, as compared to traditional media,” said Paul Mandell, Founder & CEO of Consero. “What is surprising is that a substantial number of Customer Experience Officers indicated their companies are not prepared to handle social media’s inherent risks.”

In addition, 68 percent of Customer Experience Officers reported seeing a substantial generation gap in data collection and information-sharing efforts.

Mandell added, “As the generation gap in data collection and information-sharing efforts declines in the coming years, we expect the impact of social media on customer satisfaction to experience a significant increase.”

Other findings from The Consero Fall 2013 Customer Experience Survey include:

  • Majority Requesting Online Contact Information: More than three-quarters (76%) said they ask customers for their e-mail addresses or Facebook/Twitter usernames.
  • Lack of Interdepartmental Support: A majority (54%) said other departments are not supportive of their efforts.
  • Inadequate Resources: A majority (59%) also said they do not have the resources needed to manage the customer experience function effectively.

The Fall 2013 Customer Experience Officer Data Survey included 11 questions that were posed to Fortune 1000 Customer Experience Officers in connection with the invitation-only Customer Experience Forum hosted by Consero. A total of 41 responses were provided. 

About Consero

Founded in 2010, Consero Group is an international leader in creating industry-specific events for senior-level executives in industries that include: Legal, Compliance, Shared Services, Customer Experience, Finance, IT, HR, Procurement, among others. With operations in the U.S. and in Europe, Consero is best known for transforming the executive experience through intimate, invitation-only programs in a sophisticated learning environment with high-level content. For more information on Consero, please visit www.consero.com.