in the news
December 13, 2010
Online Communities: The Golden Hubs of Customer Conversations
The days of collecting customer feedback in a vacuum are over. Today, companies have organized sophisticated, interactive customer communities online that not only serve as feedback mechanisms, but also act as bustling hubs of customer conversations and activity.
1to1 Magazine's Mila D'Antonio spoke with Lithium's VP of Product Marketing, Phil Soffer, about how the advent of social CRM has forced companies to think about how they engage with customers more effectively online, and how brands like giffgaff, Sephora, Intercontinental Hotels Group, Starbucks, and Chase are discovering the impact of finding their own unique ways of interacting with customers in company-hosted customer communities.