Good article showing how companies are using online tools (social networks, blogs, social search and online video) as a marketing channel and invaluable customer service channel. It's refreshing to see that companies have utilised these new conversations as a way to take their presence out of the boardroom and into the hearts and minds of the people that matter most, their customers.
Customers will stay with a reprobate business as long as that business goes over and above to rectify any grievances, or behaves in a way that demonstrates they really understand their role in their customers lives. Web 2.0 gives brands the tools to enable that to happen.
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