Leading-edge companies are moving beyond treating customer experience as a customer service challenge and seeing it as a fundamental driver of competitive advantage at every customer touch-point.
Equally important, organisations in the lead don’t treat social media as just a marketing channel. They realise that people are inherently social beings and that social media is becoming the predominant form of communication that shapes how people think and what they buy.
Investments in customer experience and social media are paying off in terms of increased revenue, reduced costs, and better risk management. Two billion people are connected and empowered like never before. They expect to be served on-demand and on their terms. They advocate and criticise with equal and forceful power. And how they choose to apply that force is a direct result of one thing: their experience.
But, transformation isn’t just about technology. It’s about finding the right people, creating the right processes, and building a culture that embraces change. Because, contrary to what you might be thinking, disruption is not being driven by the internet, mobile, or digital—it’s being driven by the customer.
Everything a brand does—the way it does advertising, marketing, commerce, and care—plays a role in shaping the customer experience. Advertising? It’s about seeing a real person with a real need and making them aware that you exist. Marketing? It’s about creating advocates who want to evangelise on your behalf. Commerce and sales? It’s about delivering value from the very start. Experience? It’s about sustaining that value so they’ll go on to tell others.
At 6peas we work with organisations and their IT, Digital and Marketing teams to engage customers as they search online for product information and share brand and product experiences through social media.
We work with companies have made their corporate cultures comfortable with risk- taking and have established controls to manage the inherent risks of social media’s speed and openness. Leaders also apply a great deal of discipline when managing social media and customer experiences.