The customer’s voice is louder than ever. When there is a problem or complaint, he or she no longer tells the company (if they are lucky) or just their friends. They go “social” and broadcast the problem on social media channels like Facebook and Twitter.
The business world is catching on and starting to monitor these channels, reacting and engaging with the customer to resolve their problems. But the best companies do more. They embrace social media customer service and use social channels to engage and create a better value-added customer experience.
The future of commerce isn’t B2B or B2C, it’s C2B: customer-to-business. Your customers are talking to you, telling you who they are, how they feel and what they need. With the right approach, you can make it a conversation, but it takes an integrated business to build lasting relationships and inspire advocacy. Your front office and back office must become the office: marketing, customer analytics, eCommerce and merchandising, procurement, B2B integration and payments all working seamlessly to put customers at the center. Learn how to become a C2B business today at www.ibm.com/Commerce.
Also follow #NewWayToEngage on Twitter to hear more from Shep Hyken @Hyken
and other influencers as we tackle the future of commerce together.
About the author:
Shepard Presentations, LLC
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
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