Wednesday Nov 07, 2012

Integrating Social, Marketing, and Loyalty to Deliver Great Customer Experiences

Eighty nine percent of consumers quit a brand after one bad experience. With the high cost of acquiring new customers, what can brand leaders do? At the Loyalty World Conference this week in London, global business leaders such as the co-founder of Ben & Jerry’s shared the latest in how to retain customers and boost advocacy.

Melissa Boxer and Sundar Swaminathan of Oracle shared that by taking an outside-in approach, you can deliver a differentiated, loyalty-building experience throughout the customer lifecycle, from researching and selecting through to using and recommending. To transform customer experiences, you need to integrate your brand’s social, marketing, and loyalty functions from the commonplace silos. Three key strategies:

  • Know more and understand, unifying and capturing insights across touch points to better understand who to serve, how to serve, and when to serve. 
  • Connect and engage across social and traditional channels, empowering a relationship ecosystem between social communities, customers, and employees.
  • Make the personalized experience easy and rewarding.

Visit us on twitter.com/oraclecrm to learn more useful highlights from the #lwconf conference.

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