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Today’s consumers share their experiences on social media and consult each other when making buying decisions. Establishing an online presence is only one part of reaching connected consumers. Retailers also should ensure that customers have positive experiences they can share. Providing good experiences is far more cost-effective than repairing bad ones. The experience begins the moment a customer starts researching a product.
Subsequent customer behaviors measure product performance and the quality of your customer service. Social media offer businesses a set of “Moments of Truth” (MOTs) – or “touch points” marketers can use to engage customers. Connected customers prefer businesses that share their values. Marketers should use data about individual customers to add a “human touch” to
company messages. Success in new media means more than creating mobile apps or viral videos. The goal of your digital activity is to create a connection with your consumers.
What You Will Learn
In this summary you will learnr1) How digitally connected consumers influence each other’s buying decisions
and 2) How to create positive experiences that turn your customers into your online advocates.
Audio summary of WTF: https://www.getabstract.com/ShowAbstract.do?dataId=25718