The powerful value proposition of social media is the opportunity for a business to transform buyers into customers.
Things like organic attrition rates and businesses weaned from the constant lead generation spending offer a convincing argument on behalf of relationships. If you like to think and talk about benchmarks, this should be on top of your priority list.
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Organizations have an opportunity using new technologies and social media — that of transforming buyers into customers. A YouTube video filmed at SxSW Interactive 2011 by genConnect (Running time 3:19).
Customer Interaction
When is it a Good Idea to Upsell?
Why Customer Service in Social is not Fair
Why Customers Turn to Each Other for Help
7 Social Media Behaviors that won't Win You Customers
Customer Service on Twitter, Should You do it?
Doing Penance for the 7 Sins of Customer Service
The Case for Customer Communities
Creating a Content-Driven Community
Reinventing the Customer Relationship to Drive Growth
Six Ways to Connect with Customers
The journey to customer connection starts with adoption, goes through collaborative filtering, content creation, and ends up with a business that regained a sense of its social relationships.
Those activities are:
- bookmarking, tagging, adding to groups
- liking, rating, endorsing, voting, commenting
- blogging, fan community participation, creating videos, podcasting, allowing uploads to sites, encouraging co-creation
- adding friends, networking, creating a fan community
Customer insights
Customers Continue to Get Smarter. Are you up for it?
How You Encourage Customer Dis-Loyalty
Has Your Brand Hit Parity with Customers?
5 Reasons Why Listening is so Much More than Monitoring
The Most Influential Thing a Company can do to Increase Customer Advocacy
Customer Satisfaction: What are You Looking at?
Are Dads a New Market Opportunity?
Customer Experience More Important than Ever
Emotion, Trust, and Control are at the Heart of Customer Experience
Customer innovation
Invest in Your Customers by Making the Product Awesome
Do Customers Really Want to Co-Create Your Product?
Building Internal Support for Customers
Sample Your Product as Often as Possible
3 Steps to Mapping the Customer Journey
5 Areas of Integration that go from Customer Conversation to Conversion
Businesses are value creating systems
My favorite definition of conversations that connect ideas and people is flipping the question around to get to a new place. With social media, many agencies recommend adding an additional layer of amplification around your business.
Activating your social graph starts when you build one. All organizations are in need of strength, endurance, and resilience. How you do in service to your customers is how you "humanize" the business.
It starts with looking at the business model as the platform to design the experience for the buyer.
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Valeria is an experienced listener. She is also frequent speaker at conferences and companies on a variety of topics. To book her for a speaking engagement click here.
