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Bertrand Duperrin's Library tagged advertising →  View Popular, Search in Google

Dec
6
2011

"A well-managed loop that links customer experience feedback with recommendations on social networks like Facebook, Twitter, and Yelp, can boost service quality and operational performance, increase traffic and create more happy customers — people who crow about a retailer online for free, turning their friends into new customers too."

blogs.hbr.org/..._social_networks_to_impro.html
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customer customerexperience CEM advocacy customerservice socialcrm operations advertising retail

  • Finding customer advocates isn't the only goal. Unhappy customers need to be channeled through a "customer rescue" process to help solve problems and mend relationships, and provide feedback on problems for operations to solve.
  • The advocate process is proving far more powerful than regular social network advertising. T
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Sep
27
2009

The information for this post is from an IBM global surveys of more than 2,400 consumers and 80 advertising experts … the report is titled, The end of advertising as we know it.”

www.socialmediatoday.com/...127366
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IBM advertising attention creativity measurement

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