We now know that social media offer opportunities to organizations. By using these media, companies can listen better to the wishes and needs of customers. The input that an organization collects can be used for decisions, improvements and innovation. But to what extent do organizations listen to customers? And what are the stumbling blocks? In this edition of the Infographic Day series, answers are given to these questions and more.Computer developer Dell funded a study by Forrester Consulting that looked at how well companies listen to online conversations (among 200 organizations). The results show that 88% of American companies actively monitor online feedback brother cell phone list and conversations. 80% respond to online feedback. Only 6% of organizations say that listening and 'digital engagement' is an integral part of their business. Most companies listen and respond to online conversations, but they still do little with the input they hear.
In addition, when monitoring online conversations, the internal organization is a major challenge. For 42% of respondents, lack of budget is a stumbling block. For 20%, it is the learning curve that goes hand in hand with new technologies, such as social media, and 30% indicate a lack of internal knowledge. In addition, 34% find it difficult to manage various programs across different technologies and 17% mention privacy as a barrier.
Column Five developed the infographic below from the results. Click on the image to enlarge.