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.
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.
