How do you connect with your customers? Social media has opened the door to many different ways of listening to your customers. In this video, we discuss how new technology has empowered and engaged customers and why it is so important for businesses today.
For most, bringing on new customers has been a little harder over the past year. Not surprising, many companies are deploying harvesting strategies – trying to maintain and nurture opportunities with existing customers. For strategic account managers this means being more attentive to customers’ needs and issues. Really something we should do at all times – good economy or bad. It all translates into listening closely to what customers are saying and responding with products and/or services they will value.
Lately I've been wondering if customers expect or want more engagement with a company after taking the time to share their open, honest, and candid feedback through a survey. Specifically, I wonder if customers want access to more specific information regarding the feedback and the plans for improvement. As I continue to ponder this, one unavoidable question becomes, how transparent are we willing to be with the feedback we collect from our customers?
As the mother of a toddler, I find myself almost daily scouring through message boards and blogs to find information related to topics such as how to deal with picky eaters, milestone development, discipline challenges, etc. It is helpful for me to use these communities as a way to sort out what works and what doesn’t. In the same manner, I like to post about what has been successful for our family so that others can benefit. To me, this is a real-life example of best practice sharing.
