Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this Creating Customer Value podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how customer loyalty has changed in a Web 2.0 world.
- Visit the Creating Customer
Value podcast archive.
Using Web 2.0 technology to build customer
loyal
Play now:Download for later:Using Web 2.0 technology to build customer loyalty
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| Don Peppers | |
Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on
customer-focused relationship management strategies for business, Don Peppers is an acclaimed
author, influential speaker and a founding partner of the customer-centered management consulting
firm, Peppers & Rogers Group.
Highlights:
Fast forward to questions that interest you most.
- 00:30 Can you offer some tips for a company looking to leverage Web 2.0 technologies like blogs and social networking to build customer satisfaction? How can we grow a more loyal customer base using Web 2.0 technology?
- 05:03 In your opinion, are customers more or less loyal to one specific brand in a Web 2.0 world? How do things like social networks and customer review sites impact customer loyalty?
- 06:23 What Web 2.0 technologies would you consider "must-haves" for forward-thinking B2C companies these days, and why?
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Related resources on Web 2.0 technologies -
- Read Peppers and Rogers' latest book, Rules to Break
& Laws to Follow.
- Visit the Web
2.0 and CRM topic section.
- Ask your own customer
trust questions of Peppers and Rogers to be answered on an upcoming podcast.
- If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask
the Expert pages:
Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: Building trust with customer strategy
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This was first published in June 2009