This is the social age. And business is being driven by customer sentiment and engagement in social environments. In fact, 81 percent of customers reach out on social networking sites for advice before purchasing products. Businesses can no longer think of using social business tools as an option. It’s now an imperative.
Smarter enterprises holistically embracing social business tools and practices are seeing dramatic results. By analyzing traditional sales data and social interactions, they’re able to gain a better understanding of their customers wants and needs and provide a tailored customer experience. In turn, they are decreasing customer attrition and increasing their profits.
Today’s empowered customers are vocal. And they’re using social media as their megaphone. Every tweet, blog, comment, review and post they make—positive or negative—is an opportunity for businesses to win over consumers. Smarter enterprises are taking heed by listening to customers and using sentiment analysis and predictive modeling to identify behavior patterns and preferences. Post analysis, they’re implementing changes in the way they create, tailor and market their products and services to their customers with positive results.
Managing online reputations
To combat declining sales, an Italian poultry product company wanted to refresh its brand by tapping into a younger audience. Using social business tools, they tracked consumer comments on social networking sites, blogs and forums to monitor its brand reputation and customer needs. This information allowed them to successfully engage younger consumers, address their needs and nurture customer loyalty.
Find out how IBM social business tools can help you drive positive outcomes for your company.