BCG-Consumer-Digital-Interaction-Satisfaction-by-Industry-Segment-June2013E-commerce sites exceeded the threshold of excellence in customer satisfaction last year, according to the American Customer Satisfaction Index, and new data from the Boston Consulting Group (BCG) confirms that online merchants are providing worthy experiences to visitors. Across 16 industry segments examined in the BCG study, online merchants came in second with a “digital satisfaction score” of 11.8, putting them squarely in the bucket of leaders who are best able to satisfy their consumers’ expectations. Close behind, media retailers, with a score of 11.1.

via Which Industries Are Meeting Their Customers’ Expectations Online?.

WeberShandwick-Reasons-CEOs-Don’t-Participate-in-Social-June2013Senior executives whose CEOs use social media are extremely positive about the effects of their CEOs’ actions, per results from a study [pdf] by Weber Shandwick. However, many CEOs haven’t made the move to social media use yet, and the study results indicate that perceived risk is a key impediment. Senior executives with “unsocial” CEOs were asked the reasons why their CEO does not participate in social media, with almost one-third responding that it’s too risky. That was one of the top barriers, slightly behind social not being typical for the region or industry (35%), the CEO seeing no measurable return on investment (34%), and a lack of demand for the CEO to do so (34%).

via Risk Versus Reward: Why CEOs Don’t Go Social.

CMOCouncilNetLine-B2B-Buyer-Attitudes-to-Online-Content-June201387% of B2B content consumers say that online content has a major (27%) or moderate (60%) impact on their vendor selection, according to [download page] a new report from the CMO Council and NetLine, and 35% believe that online content highlights the vendors that best understand their needs. With such emphasis being placed on content marketing, it’s imperative that B2B brands understand what types of content best influence these buyers.

via B2B Buyers On What Online Content Works… and What Doesn’t.

CompeteGroupMNext-6-Types-Digital-Consumer-Journeys-June2013Compete and GroupM have released a new report that analyzes more than 168,000 purchases of consumer electronics in which the consumer used digital media somewhere along their purchase path. The study, revealing that digital media and advertising heavily influenced almost half of all purchases, identifies 6 types of digital shopper. The researchers argue that purchase journeys are more influenced by behavioral factors than demographics, as each shopper segment sports “remarkably” similar demographics.

via The Six Segments of Digital Shoppers (for Electronics) Detailed.

Women continue to lead over men on most social networks, according to a March 2013 survey of over 2,500 adult US internet users from internet advertising network Burst Media. Facebook remained the leading social network by a wide margin, and females were 6 percentage points more likely than male internet users to have an account on the site.

via Google+ Trumps Twitter, Earning Second Place for Total US Social Networkers – eMarketer.