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BizReport : Trends & Ideas archives : January 06, 2015

Telecom companies need to up their customer empathy

An Empathy Index released by Lady Geek, a campaigning agency focusing on improving women's access to technology, shows LinkedIn at the top of the scale and telecom firms near the bottom.

by Helen Leggatt

Lady Geek's ranking of 100 of the best-known companies on social media analyzed 100 of each organization's Tweets to compile a business Empathy Index. The analysis was combined with a poll of 1,000 consumers to come up with an overall picture of how they addressed both customers and staff.

Professional networking social media site LinkedIn topped the list thanks to its quick and consistent responses via Twitter coupled with the consensus among its employees that they felt valued.

Microsoft placed second in the Index and Audi in third.

At the bottom of the Index were found a glut of telecom businesses - four out of the bottom six. In 94th place sits EE, Vodafone rests at 96th, BT 98th and the Carphone Warehouse Group was in last place. The best-performing telecom firm, Three, was found right at the top if the Index behind Audi in fourth place.

Ironically, perhaps, is Twitter's position in the Index, sitting in 92nd place. Lady Geek criticized the social media site as "a textbook example of how not to engage on social networks" due to its "boring, repetitive and robotic" Tweeted responses.

Image via Shutterstock

Tags: research, social media, trends

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