BizSugar.com › Customer Service › Introducing The Social Customer Engagement Index

 Companies with over one thousand employees cited three main challenges to engaging customers on social networks. Getting management buy in was chosen by forty percent of those respondents. But the two answers selected most were determining appropriate key performance indicators/metrics (51%) and understanding customer expectations (49%). And while understanding customer expectations was the most cited challenge at companies with fewer than fifty employees at 60%, developing key performance indicators and metrics fell way down in importance to 15%.