wendy lea: "customer service is the new marketing"
DESCRIPTION
Get Satisfaction CEO Wendy Lea presents "Customer Service is the New Marketing" at the Real Estate Connect SF conference.TRANSCRIPT
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…
8
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