- In order to have loyalty you need to engage your customers and to engage your customers you need to be relevant and develop relationships. You can develop relationships using online channels IF you have the insights to understand how to connect through those channels and how to be reverent with content.
- Big opportunity today with unstructured data is to capture sentiment and do social listening to capture the voice of the customer around social media.
- Listening is your compass or guidepost that tells you where to go and what your customer’s concerns.
- Earn your way into the conversations and have an ongoing dialogue on customer’s terms that help figure out how to keep them engaged and deepen your relationships with them.
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