There has been a lot said about social media and how corporate organizations are responding, however there is little to no data on KPI (Key Performance Indicators) and ROI ( Return on Investment) for social response. The reports includes over 29 key charts/graphs/analysis, etc. Our community is quite large (over 100,000) and we have access to some of the best minds in the industry, so the data is an accurate reflection of the pulse. The 2010 Social Media Customer Response Summit Report can be accessed here: How to download the report:
See below 'Introduction' excerpt from 2010 Social Media Customer Response Summit Report...
To say your customer is becoming increasingly ‘social’” is an understatement – social networking surpassed email as the primary activity for time-spent online last March. Today’s consumer (your customer) is beginning to dictate new rules of engagement and influence of your corporate brand. As a result, many corporations recognize the need to develop a customer response solution that actively engages the consumer on their terms. The contact center is one of the most important vehicles being utilized. If you have or use contact centers in your organization, you will not want to miss these exclusive and insightful results. The Report provides critical insight to specific Key Performance Indicators (KPI’s) and ROI (Return on Investment) that companies are utilizing.
The Report includes 29 detailed charts (example chart below) of extremely insightful data in social response. The report includes viewpoints of over 437 respondents, with 50%+ representing executive level roles (primarily marketing and operations). The respondents were across all major vertical industries. The Report is heavily based on contact center metrics and how organizations are using their contact centers to respond to social media inquiries, etc. The Report includes analysis, predications, and commentary with all graphs.