Reveals the Rising importance and prominence of Social Media for business growth
-Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, today announced the results of its third annual Executive Outsourcing Survey, which explores the perceptions and use of social media within customer care operations defined as all aspects of customer interaction management within the enterprise. The survey revealed that social media has become a critical tool for customer care across industries, as over half of senior executives (52 percent) indicated that social media is currently a part of their company’s customer care operations, and 57 percent indicated they are aware that their company is currently monitoring online conversations. Thirty-six percent of executives say their company currently measures the value of its social media program for customer care, which is surprising given how relatively new social media is as a method to enhance customer care operations.
The survey, commissioned by Capgemini and conducted online in February by Harris Interactive among 302 senior executives at Fortune 1000 companies, reinforces that social media as a tool for customer care is here to stay. Over half of executives (57 percent) view social media as a means for inviting customer input on product and services, lead generation, responding to complaints, internal reporting, and measuring customer satisfaction. Interestingly, more than one in ten executives (13 percent) still view social media monitoring as a fad that will not significantly affect their company’s success. Nevertheless, the overwhelming majority view social media as a critical part of a comprehensive customer care strategy.
Despite social media’s growing role in customer care, there is still uncertainty amongst executives in how best to leverage the increasing influence of social media to benefit their company. For example, the survey points to confusion within the organization around whose role it is to manage social media for customer care, and when and how they should be interacting with customers. Most executives (73 percent) are unfamiliar with how many employees at their company are currently dedicated to “listening” to customer conversations on the internet, and most executives whose company is using social media activities with respect to customer care (64 percent) rely solely on their marketing department for social media monitoring. Furthermore, less than half of executives (41 percent) in companies monitoring online conversations about its brand, product and/or services only respond to an online conversation when a customer poses a direct question, representing a significant missed opportunity for companies to proactively solicit feedback and enhance the customer experience.
Given the lack of recognized best practices amongst companies today, many organizations look to partner with a skilled third party who can respond in real-time to social media interactions and can tie customer sentiment and trends to an effective business strategy. However, the survey indicated that many companies are not yet taking advantage of third party experts—almost half, or 48 percent of companies using social media as a component of their company’s customer care operations or strategy do not currently outsource their customer care operations to third-party providers.
“The use of social media as part of a strategic customer operations strategy is still emerging, but it presents companies with a clear opportunity to engage with current customers, find new ones and build brand awareness in an increasingly competitive landscape,” said David Poole, Vice President and Head of Americas Business Process Outsourcing, Capgemini. “We’re dedicated to helping companies understand these opportunities through research and the delivery of service offerings that help our customers effectively operate in this new medium.”
About the Survey
Harris Interactive® conducted the survey online within the United States between February 8 and 21, 2011 among a total of 302 Fortune 1000 Executives. Company revenue and number of employees were weighted where necessary to bring them into line with their actual proportions in the larger universe of Fortune 1000 companies.
All sample surveys and polls, whether or not they use probability sampling, are subject to multiple sources of error which are most often not possible to quantify or estimate, including sampling error, coverage error, error associated with nonresponse, error associated with question wording and response options, and post-survey weighting and adjustments. Therefore, Harris Interactive avoids the words “margin of error” as they are misleading. All that can be calculated are different possible sampling errors with different probabilities for pure, unweighted, random samples with 100% response rates. These are only theoretical because no published polls come close to this ideal.
Respondents for this survey were selected from among those who have agreed to participate in surveys. Because the sample is based on those who agreed to be invited to participate, no estimates of theoretical sampling error can be calculated.
oh no we have another live one!
I voted myself a “5.” I am so cool.
I sure hope I’m alive. At least, I think I am?
Prior comment of “5” = sarcasm, by the way. : p
hey benglish whats going on?
oh im going to teach english up in sapporo japan when im done with college and hopefully get me a girlfrewind/Spouse while im up in japan lol
Japan was where I was planning to go originally but I was given a tremendous offer for South Korea which no one can beat in Japan. Besides, with no income tax for two years, paid housing and transportation, I can travel to Japan, China, or wherever else I would like to go during my time off. : )
I was married for over 10 years to an American gal here, and she broke my heart. I have always wanted to spend a lot of time in Asia, and I could see myself having a great Asian wife, if that works out. I’m open, however. There are many beautiful, smart, and funny women in this world, brother.
-B.
Not much, Kitsune, just trying to build a network of friends in Asia, and more specifically, South Korea, because I’m supposed to be teaching there starting next year.
How are you doing?
well me im a christian and ive already had a vision of my spouse SO xD im putting this whole plan in motion now my freind and also if you havent noticed if youve seen my picture that is me in my Ninjutsu courses 🙂 so im pretty devout to ninjutsu if you like martial arts any
yes Instant Messaging among your friends on the network!
Question is, was the girl who broke your heart Asian? or do you just want an Asian girl b.c a white woman broke your heart?
I’ll check out the video. I’d love to learn some Ninjutsu, but right now I’m waiting on a hernia surgery, so it wouldn’t do me any good yet. LoL
if you have a skype i can teach you some ninjutsu if youd like to
and here is my Demo
http://www.youtube.com/watch?v=VidbUrHJsq8
For certain I love martial arts! I used to take Tae-Kwon-Do regularly, and always wanted to study Ninjutsu overseas. I still would like to, even if only for awhile!
I pray that you find the woman that God has for you, and you have a tremendous life together! : )
hey i posted some ninjutsu pictures if you want to see 🙂 im the tall one with the Beard lol
Gotcha – I did see one of you just a few minutes ago. If you create a photo album (like I just did), then it will appear right next to your profile, and is easy for people to see/click it. If you get the chance, check out the ones I posted of me and my daughter. : )
We have IM coming up..like reading your conversations.
That is very a fair question. I’ll be as honest as possible.
Growing up, I was always interested in many things exclusive to Asia, and especially, Japan. This was mainly because I loved samurais, ninjas, the culture/code of honor. As I got older, I became a big fan of Akira Kurasawa and Toshiro Mifune as I got into old Japanese cinema. I began to see how much western film had stolen from the Asians. All this time, I have found Asian women attractive, but that doesn’t mean that I have a “fetish” for them, because to me, if a woman is attractive to me, she is beautiful no matter what her race is.
That being said, I have always wondered what it would be like to live in Japan, study martial arts there (I used to take Korean Tae-Kwon-Do), learn the language, and have a family there. However, while I was planning my future here, I met a girl who really, really wanted to be with me, and since I had never had a serious relationship before, I was completely enthralled. From the time we first kissed until our marriage was only 5 months. This was a big mistake, considering how verbally abusive she was, and I ignored all of that.
So now, here I am, 35 years old and “starting over,” something I didn’t want to have to do. Now, I have an opportunity to start a new family, to teach over in Korea and travel around Asia, and to be honest, it feels like I may be able to finally see if finding a wife overseas is the right thing for me. Is it the right thing? I don’t know that, but I am open to that. So, I can’t say that I just want an Asian wife because a white woman broke my heart, but I am just as open to a caring, loving, loyal, passionate, smart and funny Asian woman as I am a white woman of the same caliber.
I realize that not all white women here are like the one I married, but where I live, there are countless numbers of single mothers who have left their husbands (75 out of 100 divorces in the USA are filed for by women). Also, many of the ones I talk to deface the fathers, keep his children from him, and blame all of their problems on him (my ex wife is one of them). So, naturally, it’s kind of hard to not be a bit biased when I’m looking for someone to get to know for a potential serious relationship.
It just seems like it may be easier to find a young woman for marriage overseas who has not been married and has no children yet, than it is to find such a woman here. I might find one here, I’m not saying I won’t, it just seems unlikely.
Let me know if I need to clarify any of this. I have a tendency to ramble when I write. : )
-B.
Very cool, that will be a nice addition. I’m hoping that I will be able to build a nice network of friends here, myself. Perhaps the IM will allow for better connectedness amongst me and my friends. : )
IM as in “Instant Messaging?”
And thank you for the compliment. I’d sit and write all day long if I were able. Unfortunately, I have other work to do, and am still taking some courses in college. Busy, busy!
Good to know that I can say something interesting for someone. : )
hey check out one of my favoerite bands
Okay, I think I’ve gotten enough writing out of my system, and now I can go to bed. Good night, morning, or afternoon, wherever you may be.
-B.
Personal Effort!
Since my life and mind are moving into a very international direction, it is only natural that I would stop to ponder at some point my daughter, and what I should be instructing her in, as well as the example that I should be providing. Since she is only 10 years old (in just a couple of weeks, actually), it is just not possible to try and teach her a lot of “heavy” things. I know, because I’ve tried, and failed – miserably!
An idea popped into my head that seems to have been working great so far. I have been listening to different music styles from different cultures around the world, and lately I have really been into some groups from Scotland, Australia, Japan, and even a Jewish reggae outfit. I have never been into “pop” music here in the USA, but the artist that has been in my car’s CD player the most lately is Ayumi Hamasaki. After I saw her live performance of “Dearest” recently, she won my heart. I’m not sure why there is such a difference for me between JPoP and pop music here, but it is enough of a difference to make me avoid the one and sift through the other for gems.
Back to the subject at hand: in my quest for new musics, I realized that I had a great opportunity to open the door to other cultures for my daughter by using the songs that I find. Upon playing some for her last week, she immediately noticed the difference between what she was accustomed to hearing and what I had now presented to her. At first she thought it was a bit funny to hear the other languages, and I was a bit bothered at that. However, after listening for awhile longer and talking with her, she began to listen more intently and became very interested in what she was hearing. Bingo! So, I realize (once again), that my daughter is very much like me: she doesn’t like not understanding something. She went from initially thinking that the music I gave her was just a “joke,” to becoming very interested at this “new world” that had opened to her, and desirous that I give her more.
So, I believe that my foot is now officially in the door, and my 10 year old punkin who told me a year ago that she was too scared to travel overseas has now begun to exhibit her first signs of curiosity about what is “across the pond.”
It is a swell feeling to see these things in a child and cultivate them, so that they can more easily become a very well-rounded individual, and the best they can be. I could regret this about my own parents, but I would rather be joyous that my daughter has a father who acknowledges her needs and takes steps to encourage her.
I don’t have the time tonight to go into detail, but this film is definitely worth plugging before I go to bed: “Ip Man” Directed by Wilson Yip, starring Donnie Yen, Simon Yam, Lynn Hung, Lam Ka-tung, Xing Yu, and Hiroyuki Ikeuchi.
I can honestly say I haven’t seen a really, really good film in quite awhile. I did watch Jet Li’s “The Warlords” recently, and really liked it. However, that movie did not leave me as satisfied as Ip Man, which is based on the life of the Grand Master who taught the legendary Bruce Lee himself.
This movie absolutely does NOT disappoint. It’s not just all fighting, and the fighting isn’t done with silly string. It has humor, tough times, sadness, and triumph. It is a masterpiece in my book.
Highly recommended. : ) I watched the dubbed version, unfortunately (I always prefer subtitles with the original language), but even then they did a great job.
hey there i just wanna say that your daughter is super gorgeous hun xx
That is great! I love Japan!
Arigatou gozaimasu! Thanks so much….she is the light of my world. 😀
??????? Just started studying hiragana in preparation for my trip to Beppu, Japan next year! I’m so looking forward to going….I can’t wait! ???
Hope everyone is having a great week, and great weekend! I’m swamped with work but hope to get an article up about the upcoming Japan vs USA World Cup Final. It’s going to be a great game! As a preview, I can say this: the Japanese haven’t beat the USA yet, just a couple of ties. However, I believe that this Sunday, it is their time! USA is a great team with a lot of heart, and they fight hard to win. However, I honestly believe that Japan has an equal, if not greater amount of heart, and on top of that, I believe that their skill level is at a very high point right now. They are on top of their game!
My body is in the States, but my heart is in Japan.
Go Nippon!
I liked the Sweden vs Japan article you did..Looking forward to your next one!
Team usa!
Nippon! Good job by both teams!
Congratulations Japan!
Doumo arigatou gozaimasu!
I wanted to post a pre-game article for the Japan vs USA game, but time is something I have little of right now! I will post a synopsis of the final next week!
Go Japan! Ganbatte!
What a blessing to read of you plans to bless you rnfeids in this simple and wonderful way! My 13 year old daughter (who we were so blessed to adopt!) have been making your melted’ sating flowers for gifts all last week and just having so much fun crafting and bonding! I am really looking forward to more blooming tutorials we’re always up for something new!
Scott,You have such a positive atidtute. I admire your faith as you allow God to handle the reins of your future. Though we don’t always understand what road map God is using to set the course for us, we can rest assure that He always knows the best route. In fact, I find it exciting to watch and see what God has to show me as I journey through life.In your situation, you have much to savor and look forward to. God has spared your life for a reason… He’s not through with you yet 🙂 Relish in every moment, my friend and don’t forget to include ME from time to time!Marisa
) what a small world you went to APU!! I didn’t go there (would have loved to, but financially CSUF was all I could affrod), but I have a lot of cousins that did! Great school and so fun to find out that you were right in our backyard! Keep on creating and inspiring, Emily!
I went to high school with Jesse (i acuallty sang in chior with him and my hubby played in a band with Jesse ..small world!) ! I was so happy to see him and his beautiful family on your amazing blog and it is such an awesome thing you are doing to help support them.
WHO THE HELL IS THIS PSYCHOPATH FROM HELL AND WHAT IS HE/SHE DOING ON BRANDON’S PROFILE PAGE?? DO LIKE A SHUTTERFLY AND CHOO!! GO AWAY!! BYE!! IN OTHER WORDS, SAYONARA BABY!! OH IN CASE YOU DON’T UNDERSTAND JAPANESE, MANDARIN OR ENGLISH, OR DIDN’T GET THE MORE THAN FRIENDLY HINT FROM FAKEBOOK THAT MEANS IN FRENCH-FUCK OFF FOR GOOD YOU FREAK!! COMPRENDE?? CIAO BABY!! 🙂 HAVE A NICE DAY! 🙂
Billy Joel – Say Goodbye To Hollywood
HI BRANDON! HOPE EVERYTHING IS GOING GREAT! 🙂
HAVE YUE BEEN WORKING OUT?? CHECK OUT THOSE GREAT BIG MUSCLES ON YUE!! 🙂 DID I MENTION THAT THE DR. MARISA SUNG BARBIE IS A LEVITRA SPECIALIST AND PIONEER OF GENERIC VIAGRA DOCTOR?? THANK YOU AND I MUST SAY THAT YOUR ARTWORK IS AMAZING! I CANNOT BELIEVE THAT YOU SKETCHED THAT PICTURE ON YOUR BLOG!! YOU ARE AN AMAZING PHOTOGRAPHER TOO! HOPEFULLY YOU ARE OVER YOUR EX BY NOW AND YUE AND YOUR BEAUTIFUL AND TALENTED DAUGHTER ARE ENJOYING LIFE! ARE YUE RESPONSIBLE FOR GENERIC LEVITRA, VIAGRA AND CIALIS TOO?? YUE SEEM TO BE A MAN OF MANY TALENTS LIKE MEI HOT ENT WHO TOLD MEE THAT MEI NERVE DEAFNESS HAS NOTHING TO DUE WITH MAI NERVES AND THAT HE WOULD FURTHER EXPLAIN OVER DINNER AND DRINKS OUTSIDE OF OFFICE HOURS!! I AM VERY LUCKY BC THE ENTIRE TIME I THOUGHT IT WAS CAUSED BUY NERVES IN MAI EARS=HE HAS TO TAKE LOTS OF TIME TO EXPLAIN TO MEE TOMORROW NIGHT OVER COCKTAILS!! 🙂
SAY GOODBYE TO BOLLYWOOD BRANDON IN YOUR BRAND NEW MERCEDES!
POUR A LOT OF SUGAR ON IT!! 🙂
Well, if the cock:tail ratio is perfect, we’ll excuse you if we don’t see your blog for a few days….Obamacare rules!
OBAMACARE ORDERS ALL OF THE EARLY DEATHS IN THIS COUNTRY ESPECIALLY THE MORE THAN TWO FRIENDS OF MINE WHO DIED OF UNDETECTED BREAST CANCER IN THE PAST FEW YEARS!! THEY WERE BOTH BEAUTIFUL AND TALENTED AND THE WORLD WAS THEIR OYSTER BEFORE THIS TERRIBLE TRAGEDY TOOK PLACE!! 🙁 THE NUMBER OF DEATHS WILL DRAMATICALLY INCREASE WITH OBAMACARE IN THE UPCOMING YEARS AHEAD BUT NOT FOR THE SELECT FEW WHO MADE A FORTUNE ON OBAMACARE AT THE EXPENSE ER DEATH TOLL OF THE REST OF AMERICANS AS THEIR SPOUSES AND FAMILIES EMPLOY THE VERY BEST PHYSICIANS ALL OVER THE COUNTRY AND PAY TOP DOLLAR THROUGH THEIR OWN PRIVATE ACCOUNTS. BTW YOUR WIFE IS THE POSTER CHILD FOR EVERY DISGUSTING DISEASE IN THIS COUNTRY AND BEYOND THAT EFFECTS WOMEN OVER 50!! KEEP PAYING OFF THE EXXPENSIVE SPECIALISTS BITCH BC YOUR MONEY CAN ONLEE SAVE WHAT YOUR LOW CLASS HEFFER GENES WON’T DESTROY MUCH SOONER THAN LATER!! WHO NEEDS A BUNCH OF RICH FAT UGLEE FEMINIST PIGEONS FLYING AROUND FOREVER?? SEW GO TO http://www.electmitt2012.org RIGHT NOW TO PUT A STOP TO THIS INSANITY!! 🙂
STAIRWAY TO HEAVEN
Looking good Benglishtea
Thanks! 🙂
Still have about 20 more pounds that I want to drop, though. I’ve gone from a 38 waist down to a 32, which is what I had in high school. I graduate in December and will be heading to Japan in March!! I can’t wait!
Sorry for the double-thank-you lol. From my phone earlier, I didn’t see that I had replied already!
Arigatou, Nancy 🙂
One more month until graduation….finally!
Check out my short film trailer when you have the time:
http://www.youtube.com/watch?v=WBX7VwBEZo4&feature=plcp
Here is the link to a video showing pictures from my art show:
http://www.youtube.com/watch?v=VeeMzM2vVNw&feature=plcp
Heya Marisa, I never got to say thanks for the praise! I appreciate your encouragement and glad to see you still active here. Check out my links above if you’d like to see some of the films/art I’ve been working on this year.
As for Viagra, it’s not something that I need 😉
It’s 2013 and I’m heading to east Asia soon!
Looks like I’ll be traveling to Yuexiu, Guangzhou in late February, work there for awhile, and then move over to Japan after that. Right now I’m working on a couple more short films and I just graduated with my degree in December!
More updates coming soon!
Konnichiwa, Japan, and ni hao, China!
Heading out of the US on February 17th and will land in Narita on February 18th. After spending a week in Tokyo, I’m traveling to Hong Kong where I will be for only a day, then on to Guangzhou, China to meet a friend and look for some work!
Taking a camera with me so look for some pics!
COngrats Benglishetea.
Make sure you take lots of pictures and keep us updated!
Hai, I absolutely will! Just got my new camera last week so I’ll be taking snapshots and doing a video blog.
Updates soon!
Ja ne!
are you in Japan?
how is japan right now?
Congratulations Brandon! Welcome back. Can’t wait to see your films and photos.
Congratulations Brandon! You are indeed very talented. I am sure you will have a large audience for your independent films at Asiance.
Wow….I haven’t been back here in SO long! My apologies for the slow updates!
I was in Japan for only a week or so, and then I went to Guangzhou, China where I’ve been now for over a year. I have lots of pics and even some videos but the biggest news is that I just finished my first international short film here in China! The film is in Mandarin and Cantonese with English subs. It is being considered at Raindance Film Festival in London, as well as another in Busan, South Korea. Soon, I will submit to more. I am currently working on my first full length film, which will be filmed in Chinese as well. Here is the link to a short, simple trailer for my last film:
https://www.youtube.com/watch?v=FqXRgDbBCqM
You are very talented! Thank you for sharing your short film on Asiance.
I’ll be sharing the entire film soon. It’s only 9 minutes long, but how many people get to say they made a film in China? I’m very happy for the opportunity!
It is not the length of the film but the quality that counts. You have to build up to a full feature film.
Thanks 🙂 Will have some nice stuff uploaded soon!
Hey everyone….in case you missed it….
My Chinese film is up on YouTube in its entirety! Check it out!
http://youtu.be/f-fXLd_JfXc