You have options when it comes to getting inside the minds of your customers. You can send a survey, hire a detective, ask a mind reader, etc. But if you’ve learned anything from the adoption of all things social, it’s that your customers are already out there having conversations about your brand, products, and services.
The key is not, then, to bribe them, beg them, trick them into sharing their opinions and preferences with you, but to tap into the conversations that are already happening online.
By providing your customers with a branded customer community, you’re facilitating these conversations in a way that’s easy for them to navigate and use, and easy for you to track and moderate.
Of course, if you’d like to send out an online survey to collect and respond to one-off responses individually, be our guest. But if you’d like to tap into these conversations in a way that’s out-come oriented and allows you to drive trust-building engagement, provide your customers with a branded community.
This is the 9th post in our #CMcartoon series. Check out last week’s here, or tune in next week to see the final cartoon!