Original Source: Using Social Media To Redefine The Customer Experience, Analysis by: Josh Weil, CEO & Co-founder,Youth Trends, Inc.
Summary
As social media technologies increasingly become viable marketing solutions, there are significant emerging opportunities for retailers to rethink how they deal with their younger customers. With new tools, resources and learnings released daily, the notion of an improved and technologically enhanced customer experience strategy adds real and tangible value to the factors that influence shopper actions and transactions.
Analysis
The objective of creating a social-media enhanced customer experience strategy is ultimately one that is unique and differentiated from your competitive set. Moreover, a tech-infused customer experience strategy should be able to deliver positive experiences for teens and college students across all channels, which will drive favorability and loyalty. When all is said and done, perhaps the most powerful characteristic of a sound social media led customer experience strategy is the fact that your brand or service won’t necessarily be competing on price alone. Social media marketing isn’t just about communicating a brand’s value; it’s about constantly confirming its value through relevant communications and interactions. Over the next 12 to 18 months, we strongly feel customer experience strategy will move up the value chain as behaviors and actions teens and college students demonstrate before, during and after the transaction become significantly easier to identify, monitor and analyze. We’ve outlined a series of best practices to consider and highlighted examples of companies and brands with leading customer experience strategies.
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