①  Build a → Customer-Care culture – culture always trumps know-how in adoption of new approaches and tools.  >>>

→ Create Customer Value: 10 Lessons from Matsushita

②  Believe in and understand the power of employee advocacy and the social media networks – today people trust more opinion leaders, than brands. Allow and help your employees become positive and effective brand advocates.

③  Start with engaging your employees, especially those who understand customer needs and know what makes people buy. Employee engagement and customer engagement go hand in hand – engaged customers are built by engaged employees. Engaged employees become brand ambassadors, reach out to customers → using social media tools, close more deals, and contribute more to overall customer satisfaction...  More

 ④ Organize a free flow of information to mobilize every department. Knowledge informs proactive engagement and innovation.

 ⑤ → Empower employees – every employee must be enabled to own any customer interaction.

⑥  View customers as people, now transactions. Keep in mind that up to 70% of customer decisions are based on emotion.

→ Focus on Emotional Drivers

→ Empathetic Marketing

⑦  Optimize business designs for a frictionless and seamless customer experience.

⑧  Define an effective social media policy and ensure that employee posts are kept within this policy and best practices bounds.

⑨  Adopt flexible business processes and technologies to meet the changing needs of customers. Establish cloud-powered business processes – they are a rapid response to changing customer habits and expectations.

⑩  Partner with customers for → improvement of existing or development of new products or services. Interactions with customers inform
→ innovation, engage employees on a deeper level and provide better customer and market insight. Establish a culture of innovation that continuously → differentiates the customer experience.  >>>