In today's dynamic world, where people are constantly on the move, consumption patterns have seen a tectonic shift. Customer touch-points have evolved from the traditional brick-and-mortar models, and with ever-increasing competition, brand loyalty is becoming even more difficult to build.
This new wave of dynamic customer preferences has also been driven by a marked shift towards social and mobile platforms. The iPhone, Blackberry and Android devices have become ubiquitous. People are communicating anytime, anywhere, and in any possible manner over their mobile devices, and are sharing their information, preferences, and choices. Customers are talking to their brands and to each other like never before. The influence customers have on fellow-customers and on shaping the brand is unprecedented.
We are seeing an unprecedented volume of customer-customer and customer-brand conversations over Facebook, Twitter, YouTube, and a number of other social channels. The brand that increases its share of these conversations is more likely to gain a larger share of the market. The brand that emerges as a 'Social' Enterprise, embracing digital and social channels, and make these integral to the way it does business, will win!
To emerge as a true 'Social' Enterprise, a brand needs to
- LISTEN to what the customer is saying. Understand customer needs and demands. Create its customer's social profile
- ENGAGE with the customer in a more meaningful and enriching manner. Participate in customer conversations. Enable its employees to go 'social' and engage with customers. Involve the customer to develop and co-create products and services
- DELIGHT the customer through a cohesive, integrated, and personalized experience.
Wipro will showcase its Social CRM expertise at Dreamforce 2012, from September 18-21, at Moscone Center, San Francisco. To know more visit http://www.wipro.com/dreamforce2012