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Social Support with Online Communities
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Customers are no longer content to passively consume your advertising. They want to engage in conversations with your brand and they don’t care what department they reach. They want to dialog with your brand whenever and however they choose. They want the companies they buy from to be responsive, to acknowledge and reward their feedback, and provide all these experiences quickly, cohesively, and in an engaging way.
And they’ve discovered they can get much of it by interacting with each other through social networks. They’re blogging and Tweeting about your promotions and campaigns, helping each other with common questions, solving product issues, and sharing ideas and enthusiasm for your brand across social media every day.
The social media revolution has irrevocably changed the way people communicate—with each other and with the brands they purchase and support. Thirty-seven percent of consumers now report that the primary reason they interact with brands across social media is to find customer service1—a figure that is expected to grow enormously in the next 12 to 24 months. Gartner predicts that social CRM will be a $1 billion market by 20122.
Lithium Technologies - Organizational Body
NONE
Makerting
English
2011
1-8
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