Using Social to Strengthen Customer Loyalty

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Research suggests that one out of nine people on the planet is a Facebook user. At the same time, YouTube and Twitter are seeing exponential growth as companies flock to social media as if it were a panacea for sluggish sales or customer retention. Problem is, without an actual strategy in place, organizations will be hard-pressed to see real results.

A well-rounded social media strategy should blend harmoniously with all other elements of the organization's customer strategy. This includes integrating social tools with CRM, customer support, and other critical systems.

Some of today's leading organizations are leveraging Social CRM to take the customer-company relationship to new heights, and build loyal brand advocates in the process.

Our latest 1to1 In Action guide shares the success story of one such company, and explains the importance of unifying social and solicited feedback into one comprehensive customer experience program.