The last several years have brought a radical change in the relationship between the customer and business as a whole. More and more customers are collaborating with businesses and technology is playing a key role in this new collaboration.
An increasing percentage of interaction with customers is coming by way of social networks and online communities. These interactions include suggestions for product improvement, requests for help, information requests and even customers assisting their counterparts directly. These customer conversations are driving the need for the business to respond in a timely fashion and to also convince potential customers of their ability to adequately take care of their needs.
This is causing the establishment of a close collaborative effort between the business and the customer base. Sales and any other part of the organization that is in direct contact with the customer needs to listen closely to the conversation in order to hear what the customer is saying. Any data that is gathered needs to be analyzed so that not only does the business then understand which customers comprise the target market, but also how those customers think and how they communicate.
Even more importantly, with more customers using online communities and social networks, it is essential that the key phrases that the business uses are the same as the key phrases that the customer uses in their posts on Facebook and LinkedIn or in their tweets on Twitter. It also allows the business to search engine optimize its web site because the language used to describe the content and the keywords used are the ones the favorite customers are accustomed to.
So now, the business has a marketing message that resonates with the customer because it is geared towards solving the customer pain and is in a language the customer understands. The customers can begin to feel that the business is listening and that they are being heard.