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"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."
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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.
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The advocate process is proving far more powerful than regular social network advertising. T
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Ever wondered how product bar codes, new mobile applications and augmented reality will change the way we shop for goods and services over the next decade? In this 84-page SlideShare presentation, PSFK provide an analysis of the Future of Retail:
PSFK presents Future of Retail report
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