Vanessa DiMauro

  • ThumbnailThe customer has been king for a while, but he certainly hasn’t had a castle. To date, there hasn’t been a single, unified place where a company or organization can interact with the customer, listen to his […]

    • Hi Vanessa,
      With customer satisfaction, an organization can experience just about the most intriguing success that it can harness.

      The customer experience that will lead to satisfaction is hinged upon the value that has been created for the marketer.

      I agree that the online community is somewhat the ‘castle’ where the customer can reign supreme.

      However, the success of this reign depends on a peaceful customer relationship.

      Its an exciting topic to ponder!

    • Hello Vanessa,
      Interesting question and interesting survey! Your discussion is quite reflective and I never even thought of customer experience and satisfaction the way it was diagnosed here.

      For sure, this is very correct:

      “Customer relationships are the foundation of every organization’s success. Organizations are relying less on community as a support engine and cost-reduction strategy, and are viewing top-line business growth as a primary reason to build a branded community. Communities create a consistent and evergreen place for the customer experience to play out.”

    • Hey Vanessa,

      The customer is still at the center of every successful business. Every strategy that ignores who the customer is and what he stands for is bound to to fail.

      Customer satisfaction and experience should be well courted for success at all times.

      At the top of the best customer experience revolution, there should be the need to improve value and satisfaction.

      I completely agree with you on this

      Communities create a consistent and evergreen place for the customer experience to play out.

    • Hello Vanessa,

      If the customer is not satisfied then, you will have no business. It is very important to find out what the customer wants and to satisfy their needs. Online communities are great for doing this because people talk in communities. You can easily find out what people like and dislike. These are extremely important things that a business needs to know.

      You can also ask questions about what your customers think about your business and how they think you can approve upon it. You can get some great ideas from your customers.

      A business should always be cultivating the relationship between them and their customers. A happy customer is a happy business.

    • David replied 2 years ago

      It’s really a no-brainer. Whenever the customer has an option, the company has to focus on customer satisfaction.

      These days, even when it appears there is a monopoly, customer expectations are so high that the company has to keep trying. Why? Because there is no monopoly any more. Not with the Internet. Not with retrofits. Not with location mobility.

    • Hi Vanessa

      I agree that happy customers are loyal customers therefore it should be the aim of every business to make the customer experience as pleasant as possible.

      I believe a mistake that many business owners outside of the internet make is to act according to what they believe is good customer service. The customer may think differently. Very few business owners actually have real “know, like and trust”-relationships with any of their buyers. They don’t talk to each other. They don’t have get-togethers. It is less of a hassle just to return the money when someone complains. Time is money.

      On the internet forming communities is an honest way to try and rectify this lack of communication. This system still needs to be perfected though.
      Commenting on blog posts is really not the answer. Often you have to wait a day or longer for a reply. Communication is simply not flowing. It feels artificial.

      Perfect customer service is still a castle in the air. Maybe one day we will find a way to achieve it. In the meantime it is a jungle out there. May the fittest survive.

    • Chery replied 2 years ago

      Hello Vanessa,
      Yeppers without customers YOU HAVE NO BUSINESS!!

      I do think online communities are great as it gives them a way to connect with others.

      Great Share!
      Thanks
      Chery :))

    • Hi Vanessa

      I agree that happy customers are loyal customers therefore it should be the aim of every business to make the customer experience as pleasant as possible.

      I believe a mistake that many business owners outside of the internet make is to act according to what they believe is good customer service. The customer may think differently. Very few business owners actually have real “know, like and trust”-relationships with any of their buyers. They don’t talk to each other. They don’t have get-togethers. It is less of a hassle just to return the money when someone complains. Time is money.

      On the internet forming communities is an honest way to try and rectify this lack of communication. This system still needs to be perfected though.
      Commenting on blog posts is really not the answer. Often you have to wait a day or longer for a reply. Communication is simply not flowing. It feels artificial.

      Perfect customer service is still a castle in the air. Maybe one day we will find a way to achieve it. In the meantime it is a jungle out there. May the fittest survive.

    • Hey Vanessa,

      The whole essence of growth and retention is customer satisfaction. Without the experience it would be difficult to cut through the cost saving initiative of a business.

      Customer experience revolution is something every business must key into. And, I agree with you that communities create a consistent and evergreen place for the customer experience to play out

    • Indeed, the online community could become the castle where the customer reign supreme! This is an undeniable fact as online communities serve as places where the real customer expresses themselves.

      Businesses that embrace online community engagement often experience surge in traffic even as the engagement brings about conversion.

      The best part is that a well researched and engaged online community tells of needs of each of the member!

    • Hey Vanessa,

      This should an important statement for customer experience revolution seekers:

      “In fact, organizations have learned that they get further, faster when they tap into the wisdom of the very people who use their products and services and enable their customers to fuel new products and services.”

      So, to drive customer experience to the fullest, community development must be tapped to the fullest! t

    • One thing I have learned from this post so far is that customer experience can be revolutionized if we embrace community development.

      Indeed, Communities create a consistent and evergreen place for the customer experience to play out. This must never be ignored!

  • Vanessa DiMauro‘s profile was updated 2 years, 1 month ago

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