page contents Automotive Thought Leadership: Ralph Paglia: The Most Powerful Part of Social Media That you're NOT Using - Automotive Digital Marketing Professional Community My title page contents

Monday, January 3, 2011

The Most Powerful Part of Social Media That you're NOT Using - Automotive Digital Marketing Professional Community

The Most Powerful Part of Social Media That you're NOT Using - Automotive Digital Marketing Professional Community

90% of what people are saying about a particular business is never heard, 9% of it is heard but no organizational learning is happening. Put another way, you hear about the experiences your customers are having at your business (good or bad) but you are doing nothing about it. You aren't assimilating the potential gold mine that your customers are sharing with you into your organizations knowledge base and are missing a huge opportunity to be exceptional. As I've said before it's the difference between what's expected and the actual service received that will dictate whether or not they will talk about you, and they are talking, it's up to you though if you want to exceed those expectations and gain positive word of mouth or fail to meet them and gain negative word of mouth...

No comments:

Post a Comment

Enter your feedback, comments or questions here...