Join the survey panel: Customer Experience in a Social World

It is frustrating for me when new terms like “Social CRM” come about. Vendors are pushing the term, though few agree on its definition, and support managers then start asking, “What is this and should I care?” I haven’t tracked down much real research on the topic, most of the content available is hype, scare tactics, and a few desperate attempts to hopefully monetize the Twitter bandwagon.

I am happy to report that some real research on the topic is about to kick off, and this is your chance to be involved! My friend and industry peer, Esteban Kolsky, Founder and Principal ThinkJar LLC, is launching a research project on Customer Experience in a Social World, and has asked for my help finding participants willing to take a short survey on the topic. Here’s the official invite:

ThinkJar LLC is looking for CEM (Customer Experience
Management) practitioners to take part in a research
project to gather best practices for CEM and their
preparedness for implementing Customer Experience
initiatives in the new channels of Social Media.
This survey will consist of three parts: demographics
information (company size, department in charge of CEM,
revenue, employees, etc.), CEM best practices, and
preparedness to tackle the new SM channels within their
CE initiative.
The survey consists of 18 questions total (five for
demographics, six related for best practices, and seven
related to future plans for SM and CE).
All responses will be confidential, no identifying company
information will be retained with the answers, and all
demographic information will be aggregated for the
purpose of reporting only. The project will only run with
sufficient participants to ensure anonymity of each
respondent (i.e. a minimum number of respondents must
be had for each identifying question or that section will
not count towards the final tally).
Participants will receive for free a full copy of the report
to be published in December.
Participant Profile The ideal respondent will have

Research Project Description

ThinkJar LLC is looking for CEM (Customer Experience Management) practitioners to take part in a research project to gather best practices for CEM and their preparedness for implementing Customer Experience initiatives in the new channels of Social Media.

This survey will consist of three parts: demographics information (company size, department in charge of CEM, revenue, employees, etc.), CEM best practices, and preparedness to tackle the new SM channels within their CE initiative.

The survey consists of 18 questions total (five for demographics, six related for best practices, and seven related to future plans for SM and CE).

All responses will be confidential, no identifying company information will be retained with the answers, and all demographic information will be aggregated for the purpose of reporting only. The project will only run with sufficient participants to ensure anonymity of each respondent (i.e. a minimum number of respondents must be had for each identifying question or that section will not count towards the final tally).

Participants will receive for free a full copy of the report to be published in December.

Participant Profile

The ideal respondent will have the following characteristics:

  • Director level or above
  • Direct involvement in existing customer experience initiative
  • Knowledge of the planning, approval, deployment, measurement, and justification of the customer initiative experience
  • Understanding of the organization goals for Customer Experience
  • Understanding of Social Media (even if not company-related)

Research Project Timelines

Planning Ends:  September 12th, 2009
Recruitment Start:  September 15th, 2009
Recruitment Ends:  October 1st, 2009
Survey Start:  October 5th, 2009
Survey End:  October 12th 2009,
Summary Results:  November 12th, 2009
Final Results:  December 12th, 2009

Please contact Esteban Kolsky (esteban@estebankolsky.com) to participate.

If you fit the respondent criteria, please consider participating.  Esteban has agreed to share his findings with me to help me create my 2010 Member Technology Survey, making sure I am surveying about adoption, satisfaction and planned spending for all the relevant Social Media technologies.  Thanks for reading!

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2 Comments on “Join the survey panel: Customer Experience in a Social World”


  1. John,

    Thanks for the shoutout! I really appreciate the help and am looking forward to great insights from this!

    Thanks
    Esteban

  2. Guillermo Says:

    Je suis agée de trente et un années !
    Je me nomme Gay.
    Ce que je fais , professeur de musique . Je suis plutôt d’un caractère enjoué.


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