• Customer Experience Pros, Brian Solis and Wendy Lea, Unpack Consumer Relationships

    Wendy Lea and Brian SOlis love customer relationships

    Wendy and Brian dive deep on building trust-based customer relationships.

    Brian Solis’s Revolution provides viewers with access to the people, trends, and ideas that are defining the future of business, marketing, and media. He sat down with our CEO, Wendy Lea, to discuss the way social technologies are transforming the way companies build relationships with their customers, and the conversation was predictably informative and inspiring.

     
     
     

    Some highlights from the interview:

    • Conversations are the building blocks of relationships
    • Truth and trust are critical for meaningful conversations
    • Customer relationships are dynamic and on-going. It’s a mistake to only focus on pre and post purchase interactions
    • Map conversations to their stage in the customer journey for truly actionable insight
    • Insight should not be siloed in one department, but shared throughout the company

    You can view the entire interview here. Check it out then let us know—how are you building honest, trust-based relationships with your customers?


    Subscribe to the Social Studies blog for the tools to unleash the power of customer conversations.


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    Hanna Johnson

    About Hanna Johnson

    Hanna is the Marketing Manager for Get Satisfaction. She spends her days connecting, educating, and inspiring curiosity in customers online and off. When she's not in the Satisfactory, she's likely on the move, seeking out new sights, flavors, and sounds. She blogs at TheRoadsToRoam.com.

    2 Comments

    1. Fantastic discussions. I agree that customer service is the new marketing, we are definitely in the age of the customer, where being genuine and building trust is essential. Great customer relations, good reputation and excellent service standards are the main key for a sustainable business. Making a customer relationship central to your company is a hard work, you have to listen and involve customers to your work, ignoring customers is the peril of your business.

      • Hanna J

        Hi Rebecca,

        You’re so right! Customers have more options than ever before. Companies need to earn and keep their trust by engaging them in conversations, listening to what they have to say, acting on it (when appropriate), and *always* closing the loop. Thanks for your comment! It’s great to hear from someone who gets it :).

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