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Sda bocconi andrea albanese risultati ricerca Customer experience e social network public 01-2012

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Customer Experience & Social NetworkQuali strumenti offre l’ICT per gestire le conversazioni con i clienti B2B e B2C

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Sda bocconi andrea albanese risultati ricerca Customer experience e social network public 01-2012

  1. 1. Divisione Ricerche “Claudio Demattè” Osservatorio Business Intelligence Customer Experience & Social NetworkQuali strumenti offre l’ICT per gestire le conversazioni con i clienti B2B e B2C Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione
  2. 2. 215-09-2011 Risultati definitivi della SurveyCustomer Experience & Social Network:Quali strumenti offre l’ICT per gestire le conversazioni con iclienti B2B e B2CPeriodo di analisi: 01-06-2011 31-08-2011Tipologia di raccolta dati: on-line, controllo IP, ad invito, secureVerifica identità: attraverso campi obbligatori ed incrocio DBRisposte aziendali uniche (valide e complete): 1080Target 1: aziende Italiane o branch Italiane di aziende estere con management italianoTarget 2: rivolto alle funzioni direzionali e con potere decisionale Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 2
  3. 3. 3Età degli intervistati Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 3
  4. 4. 4 Ruolo aziendale degli intervistati* Altri ruoli Direzionali (stabilimento, produzione, logistica, R&D, acquisti, HR, …), Consulenti, Liberi Professionisti Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 4
  5. 5. 5La Sua azienda, opera in quale mercato? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 5
  6. 6. 6Secondo Lei, quanto sono importanti oggi i socialnetwork per il business e la gestione dei clienti? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 6
  7. 7. 7La sua azienda ha già una strategia di gestionedei social network? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 7
  8. 8. 8Quali strumenti usate per monitorare leconversazioni sui social network? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 8
  9. 9. 9Nel caso i clienti esprimano un disagio/lamentela suisocial network, come si comporta la sua azienda? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 9
  10. 10. 10I commenti sui social network hanno influenzato lestrategie di marketing, di vendita e di customerservice della vostra azienda? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 10
  11. 11. 11Ha mai lanciato delle promozioni sui socialnetwork? Che ritorno ha avuto? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 11
  12. 12. 12Secondo Lei, i social network dovrebbero essereintegrati con il call center/servizio clienti? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 12
  13. 13. 13Secondo Lei quanto è importante risponderesubito ai commenti dei clienti sui social network? Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 13
  14. 14. 14 Secondo Lei quanto sono importanti le seguenti caratteristiche in uno strumento per monitorare i social network? Ordine di priorità Ranking*1 - Riconoscere il sentiment dei post 31092 - Identificare automaticamente i temi più dibattuti 29083 - Identificare automaticamente gli utenti più attivi 26284 - Attivare automatic. il servizio clienti in caso di lamentele 24055 - Allertare ogni volta che qualcuno scrive qualcosa 20306 - Identificare opportunità di cross/up selling 18367 - Poter gestire lingue diverse con gli stessi risultati 1503I punti: 1,2,3,4 = Alta Priorità; 5 = Media Priorità; 6,7 =Bassa priorità*Per il calcolo del ranking è stato usato un algoritmo di pesatura ai fini dell’ordinamento delle priorità. Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 14
  15. 15. 15Relations and Customer ExperienceGood Relationship + positive customer experience = trust + business success Se vuoi contribuire alla ricerca, rispondi al questionario, 15 clicca sul pulsante a destra per dare la tua opinione
  16. 16. 16Alcune delle aziende che hanno partecipato allaricerca 1/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 16
  17. 17. 17Alcune delle aziende che hanno partecipato allaricerca 2/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 17
  18. 18. 18Alcune delle aziende che hanno partecipato allaricerca 3/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 18
  19. 19. 19Alcune delle aziende che hanno partecipato allaricerca 4/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 19
  20. 20. 20Alcune delle aziende che hanno partecipato allaricerca 5/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 20
  21. 21. 21Alcune delle aziende che hanno partecipato allaricerca 6/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 21
  22. 22. 22Alcune delle aziende che hanno partecipato allaricerca 7/7 Se vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione 22
  23. 23. 23 Grazie per l’attenzione Andrea Albanese Andrea_albanese@yahoo.it oppure osservatoriobi@sdabocconi.it www.sdabocconi.it/obiSe vuoi contribuire alla ricerca, rispondi al questionario, clicca sul pulsante a destra per dare la tua opinione

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