Web 2.0: Enhance Customer Online Experience
Web 2.0: Enhance Customer Online Experience
The opportunities to experience real-time interaction with customers are much more frequent than you may think. Telephone and in-person interactions used to be the only form of real-time conversations with customers, but as we rapidly progress in the world of Web 2.0, our opportunities for instant customer conversations occur much more often. The progression of Web 2.0 has also illustrated to the business world that consumers want to interact with brands differently than in the past.
When these opportunities for interaction are missed or improperly utilized, the competition that properly approaches these situations develops an instant advantage over your company. Real-time interaction with consumers is an invaluable chance to learn about your audience's interests, needs, and desires. It's also the ultimate form of customer service since real-time conversations are instantaneous, and problems and questions are resolved / acknowledged instantly. And, real-time interactions enable you to take customers through an enjoyable, step-by-step experience with your companyan experience that can have a dramatic effect on how customers perceive your brand.
When you begin to take an active role managing your socialization processes with customers, you'll be able to quickly discover what your customers are looking for, and be able to solve their problems at a faster and more efficient rate. This social management will then enable you to shape your company into a brand that is much more compatible with your consumers.
Below are a few of the best real-time contact points your company should take advantage of in order to enhance customer experience and interactions, and how you should utilize these contact points:
Email: Customers can receive numerous benefits from receiving company emailsand, in turn, so can you. Whether your emails contain coupons, giveaways, tips, or how-tos, each email you send to consumers should provide them with something of value and should not be used merely as a hard-selling platform. Once customers receive this instant message in their inbox, they can immediately take the action you proposed in your emailwhether that action is to make a discounted purchase on your website, enter a giveaway, or contact you for more information on a tip you provided them.
Online Social Networks: Web 2.0 is nearly synonymous with online social networking, and includes some of the most popular websites to communicate on such as Facebook, LinkedIn, Twitter, YouTube, blog platforms, and social bookmarking sites.
When your target audience is on these social sites, having real-time conversations with friends and family, it's your golden opportunity to begin listening to what your audience is interested in talking and hearing about. And in case you are unaware, your audience is not interested in talking and hearing about your company and how your products are perfect for them.
Managing your social relationships is an essential component to seeing quantifiable success on these platforms. Once you understand why your prospects spend their time on social networks, you can tactfully approach and engage them in meaningful conversation.
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