Companies increasingly value customer conversations through online and offline media, and 40% engage customers in conversations about their brands or sectors, double the proportion who did so 2010, according to a June 2012 report from InSites Consulting, in partnership with SSI and No Problem!. 69% of the 1,222 senior managers surveyed from companies across 6 global markets (Belgium, Germany, France, the Netherlands, Great Britain, and the US) claim they answer questions they are asked by customers both offline and online, and those companies are frequently proactive: 37% say they start the conversation, for example, with polling questions on public forums, to gain input and feedback from customers.
The report defines a conversation as any 2-way engagement with a customer, chiefly to answer questions about a product, brand, or company, or to listen to customer feedback. Read the rest at MarketingCharts.
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