Are You Enhancing the Customer Experience?

Day one of The Rise of Social Commerce was incredible. Great conversations, a lot of hand shaking, and most importantly, a ton of learning.

There were countless takeaways but I did my best to summarize the day’s event in the video below. Give her a watch and, if you were at the conference (or watching online) – share a few of your memorable moments in the comments below!

My day one takeaways:

1) Social media allows businesses to not only provide GOOD customer service, but to DELIGHT customers and create life-long relationships. Use the tools in front of you to your advantage, and focus first on building trust and earning respect well before ever trying to push a sale.

2) Go where your customers are. It seems self explanatory but it is often forgotten. Don’t walk into the board room and say “We need to be on Twitter” – instead, think about where your customers are, listen to them, THEN plan a strategy that takes you where you’re customers live online.

3) Dell is introducing a ‘Social Media Command Center‘ which will essentially act as a 24/7 outbound call center – a force of people who are 100% committed to genuine (proactive) social media engagement. This is a trend I believe will really catch on in the next 1-2 years as companies realize that to be most effective, social media marketing needs to be timely and engaging.

Onward to day two!