wendy lea: "customer service is the new marketing"

Customer Service is the new Marketing

Presented by: Wendy Lea, Get Satisfaction

July 14, 2010, Real Estate Connect SF

Scope

230 million Americans are online

Facebook has 250 million active users who produce, on average, 70 pieces of content a month.

Twitter has 18 million users, with traffic and publicity well exceeding that number

Social media is a primary portal through which people interact and gather information

Vision You already know how important Customer Service is

Handshakes, smiles, and thank you notes have always helped keep customers

But will old school customer service work in the social media-driven world?

The scale is too large to deal with on an individual level In-person interactions are no longer the touchstone of business OR personal interactions

I’m here to show you how Get Satisfaction can help you adapt to this new reality and make Customer Service into your new Marketing

Love your customers.

Acknowledge that conversations are at the center of your business.

(and that content is not conversation)

Enable conversation wherever your customers are…

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Social Web

Your Website

Understand friends, fans, and followers

(and engage the network)

You’ll thrive on the network when you adapt to the network.

Not the other way around.

Customer Service is the new Marketing.

Why it’s so important in Real Estate

Summary