Social media and the customer multiplier
Social is the new normal in engaging with your audience. Your prospects and customers are talking about you in social media. They look to public social media to ask questions about your offerings, learn first-hand what it’s like to do business with you, and compare experiences. Your current customers seek out their peers in branded communities so that they can become smarter consumers, and determine whether your brand is one they trust and want to engage with further.
Companies that integrate social into their overall customer experience are beginning to see measurable business results resulting in positive revenue impact, customer satisfaction, and return on marketing investment (ROMI).
"Nearly half of the top 100 global brands host some kind of customer-centered online community network." Manchanda, Puneet, Packard, Grant M. and Pattabhiramaiah, Adithya, "Social Dollars: The Economic Impact of Customer Participation in a Firm-Sponsored Online Community" (January 12, 2012)