Wednesday, May 23, 2012

Study Shows Social Media Slowly Replacing Face-to-Face Customer Interaction


IBM sat down to talk one-on-one with 1,700 CEO’s in 64 countries to discuss changes in how they do business.
First, let’s marvel at the logistics behind that. All those busy people. All those languages. All that data. Seriously, I don’t think we appreciate the effort that goes into these things. Now, let’s move on to the results.
To the right you see a chart with a surprising message. The CEO’s were asked how they engage with their customers. The top line represents where they are today, the bottom line where they expect to be in 3 to 5 years.
Right now, social media came in dead last but it’s expected to climb to the second spot in the coming years. At a glance, I would say that these results relate to B2B companies, but the report doesn’t say one way or the other. I understand B2B being heavily face-to-face. I don’t see it in business to consumer. But again, the study doesn’t specify one or the other so I have to assume it’s a mix.

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