Use Social Networks to Strengthen Customer Experience
23/03/2011
Social networks should not be used purely for brand promotion but also to strengthen customer experience.
If companies want to get the most from social networks, they shouldn't just concentrate on staying ahead of competitors, but rather improving clients experience of their brand. It is important to consider what customers expect and react accordingly. This can be done through special offers, speedy response to customer posts, VIP access and video content that clearly shows what your brand is about.
A recent article in MarketingProfs reveals more:
I spend most of my days talking to line executives and leaders in health care, financial services, publishing, and other types of organizations about the impact of customer experience on their business. We talk a lot about how they are earning consideration from their customers. How they’re delivering on their brand promise. And how they’re anticipating customer needs as they evolve.
But, as I was roaming Twitter the other day, I couldn’t help but think how brands are using social media tools to not only raise awareness, gain share of voice, and generate leads, but how they are using tools like Facebook, Twitter, and Foursquare to fundamentally strengthen customer experiences.
Written by Linda Ireland for mpdailyfix.com, 18 March 2011.
