SOCAP International


News & Trends for Customer Care Professionals

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SOCAP's Customer Engagement Framework Tool by the Numbers

SOCAP’s Customer Engagement Framework is a strategic tool used to assess the current status of a customer care and engagement function and point the way to future enhancements—primarily B2C. It allows you to assess your present-day processes and methodologies, understand where you currently are, benchmark against best practices, and forecast for future improvements and performance. Here’s where we stand of as of August 2016.

We’ve had 40 Trailblazers participate, representing the following industries:Tools

  • 34% Food & Beverage Manufacturer
  • 28% Airlines
  • 15% Retail Consumer Goods
  • 10% Travel & Hospitality
  • 3% Automotive
  • 3% Government
  • 3% Household & Personal Care
  • 3% Technology & Consumer Electronics
  • 3% Cosmetic/Beauty/Hair Care
  • 3% OTC (Over-the-Counter Drugs)

63% of our Framework Trailblazers are responsible for providing social-media responses at their organizations. However, only 26% are currently responsible for monitoring, reporting and analytics of social-media data and fewer still (11%) act as the community manager for company-owned social-media sites.

PercentagesNearly 60% report that consumer affairs is viewed by the company as a value-added resource. But it appears we’ve only begun our strategic journey, as only 7% report corporate stakeholders view this function as a strategic asset.

While a majority (59%) report having some kind of career development and career pathing for their associates, formalized and defined career development plans were used by less than a third of our participants.

Click here to learn more about SOCAP’s Customer Engagement Framework or to participate.