2. Getting connected. Make sure your company’s products and services are connected to
the social world. A customer platform in the cloud can do this for you, a
platform in which sales, service, marketing and applications, even products are
tied together to directly connect your customers through social and mobile
applications to your people, your systems—and your business.
3. Listening to your customers. Your brand is created by a collection of conversations.
Understand where people learn and engage in discussions about your brand. Look
at social media, communities, and news sites to hear what they say, see what
they want, and determine how to reflect that in your marketing campaigns.
This will help you recognize who is interested in your space and identify
influencers who can echo your message.
4. Creating campaigns where your
customers spend time. Social media sites like Blog,
Facebook and Twitter give an opportunity to target your message to the right
people and be very efficient with your campaign dollars. Segment your ad
campaigns based on interest, needs, demographics, and geography to make it more
personal and meaningful.
5. Engaging with
customers. Create content on your website, social media, and in
marketing materials that your audience wants to read. You need to join the
conversation by publishing content that is relevant and engaging and you need
to be able to promote that content from multiple channels across your business.
6. Being an App Master. Keep
on top of your customers changing needs by quickly building and deploying apps
that engage and impress customers with the right functionality and content in
the right place at the right time. Quickly build creative solutions to offer
customers.
7. Being responsive in real
time, everywhere. It’s not good enough just to be a phone call away
Today’s customers are eager to ask questions and to be the center of attention.
And they participate in multiple channels. The sooner you can solve an issue,
the happier your customer. When a customer can access you in real time via
social, email, phone or video, they never have to wait to have their question
answered.
8. Unlocking the back office. Collaborating directly in the context of a business task
is powerful stuff. There’s a wealth of critical information in your back office
systems, whether it’s order status, inventory counts, billing, or vendor data.
By marrying that information with your front office sales, service, and
marketing activities, your team is better equipped to deliver on its promises.
9. Giving sales reps the tools to get
the job done. Customer companies use the cloud to
put everything their sales teams need to win at their fingertips. They
consolidate information from multiple systems to give reps a complete view of
their customers and prospects. Reps easily track accounts, contacts, and opportunities
for improved visibility and real-time analytics, and share information and
collaborate on deals over their company Intranet.
10.Handing your customers a megaphone
to sing your praises. Help customers help themselves.
Existing customers are a great resource of information for potential customers
as they’ve “been there, done that.” By cultivating advocates and giving them a
voice on social media, you’re not only increasing the effectiveness of your
service, you are giving prospects confidence in your company and community. You
are creating brand evangelists.