Using Web 2.0 technology to build customer loyalty

Creating Customer Value, Using Web 2.0 technology to build customer loyalty, May 2009.

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.




  Using Web 2.0 technology to build customer loyal
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Using Web 2.0 technology to build customer loyalty

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Don Peppers
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.



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?

      Related resources on Web 2.0 technologies  


This was first published in June 2009

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