alva features in Financial Times article on the importance of “social intelligence”

alva featured in today’s Financial Times in an article looking at the importance of companies constantly monitoring external sentiment. As the author says “the crowd is making its voice heard and you do not have a mute button”.

He references a report by the UK’s Institute of Customer Service (ICS) which states that 39% of social media users want to make sure their comments about businesses were public and seen by others.

The article highlights a particularly telling comment in the report from one anonymous executive: “The truth is that customers don’t believe us, they believe other customers. That’s how they do their research these days.”

Our CEO, Alberto Lopez, advises that “companies need to develop greater empathy, and chief executives need to have an awareness of the impactful issues emerging every day.”

One key take away from the article is that “social intelligence” provides opportunities as well as highlighting threats. In times of goodwill, when some companies may be resting on their laurels, proactive organisations can consolidate their position by listening to their communities and acting on their findings.

You can read the full article here, including more information on the ICS findings.