Tuesday, May 29, 2012
Social media is taking over the world, and for many businesses, changing the way they interact with their customers.
According to a recent IBM survey, CEOs are shifting away from traditional customer engagement tools, such as email and phone, and using social networks for direct engagement. Within the next three to five years, 57 percent of CEOs are expected to use social platforms to connect with customers.
The survey also revealed that social media is expected to become the No. 2 organizational method within the next five years.
"If a customer has a problem, the fastest way to address it has become social media," Stuart Greif, vice president of global travel for J.D. Power and Associates, told the Chicago Tribune. "Younger generations might never call into a call center. They might always go online and address these things in real time."
With so many people on social media today - Facebook claimed to have 800 million users in September and Twitter claims to have about 100 million users, according to Mashable - it is only natural that more CEOs utilize the popular platform to enhance the customer experience.