Interacting With Customers Flashcards
1
Q
What are some benefits of social media?
A
Increased online buzz around a brand, product or service increasing product sales across channels
Improved search results from customers conversation about the org
More influence from customer recommendations
Deeper insights into customers needs and behaviors
Customers helping each other - decreasing service costs
2
Q
What are the three requirements for social media effectiveness?
A
Honesty
Straightforwardness
Transparency
3
Q
What is touchpoint mapping?
A
A roadmap that makes it possible to understand the performance in each area. It shows the intact ions a company has with each customer segment across each available channel from the customers perspective
