Customers Helping Customers

December 16, 2010

customers helping customersWhen your website isn’t helping your customers find answers, they turn to each other for help – so brand strategist Valeria Maltoni poses this question in her Conversation Agent blog: “How can you change the customer experience so that your business is part of the positive conversation and solution?” She recommends really listening to the online conversation rather than simply monitoring it, and providing an immediate, focused reply. She even brings us back to Psych 101 with a table that shows how participation in online communities follows Maslow’s Hierarchy of Needs – how many online support forums offer the opportunity for self-actualization?

Photo courtesy of betsyweber.