Why should my company start listening toits customers? * Social Media Afternoon – Brussels, July 9th, 2009Nathalie Dumont – Project Manager
Overview Start listening? Not really. But listen harder and better! What is being said out there? Empower your customer. How do you empower your user? Humanize your brand, one customer at a time. What is being done out there?
1. *Start listening? Not really. But listen harder and better!
Before we set off… Please take the time to watch this 1 minute video. Something’s gotta change: ‘United Airlines’ commercial a TV commercial from 1989 but more relevant thanever.
Rule number 1 in marketing: listen to what the customer wants! Obvious isn’t it? Of course we always ‘had to listen’ to our customers, everybody knows that. But now more than ever, there are so many tools available to
Empower your user! Web 2.0 expands the reach of a single voice. One single disgruntled consumer with a broadband connection can ignite a crisis. The internet makes it possible for this crisis to be re-ignited and used over and over again. Lesson for marketing managers, pr, customer service: not only does bad news spread fast, it can have a second or third life spreading around the Internet. The broadcast of the few has given way to the narrowcast of the many
Empower your user! Web 2.0 expands the reach of a single voice. Ok, this al sounds pretty negative and probably scary to some companies.How do you turn this into the favor of your brand? Simple: listen & act!
provide better customer service
know your customer’s brand expectations better
create brand advocates so they recommend your product, service & brand