Who are social customers? According to Paul Greenberg, they:
- Are savvy using social channels
- Trust differently than they used to
- Communicate with peers
- Communicate with companies
- Get what they want
- Are social, mobile, local
- Expect immediate response or nearly immediate response
- Expect information available nearly instantly when searching
- Increase velocity of consumerization of work
- Actively participate in effecting change by using social networks.
Also according to Greenberg, companies that trust their customers:
- Listen to customer needs and feedback
- Deliver high-quality goods and services
- Treat employees well
- Place customers ahead of products
Makes sense, doesn’t it?