Retailers have numerous opportunities to engage with customers, to provide information, answer questions and respond to complaints. To date, a large percentage (44%) of companies have left customer communication solely in the hands of the marketing department. “Companies in the past did not treat customer experience as a key C-suite issue, and they are now paying the price,” said Frank Eliason, Social Media EVP, Citi. With a new perspective on communication, a large number of retailers (40%) have invested in social media in order to monitor customer criticism. Recently the Economic Intelligence Unit (EIU) conducted a survey of nearly 800 senior executives to find out their reactions to customer communication trends. Sponsored by Genesys, this infographic highlights the results of the survey.
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