Customers have so much control these days that CRM, CX, and loyalty marketers need to tailor their efforts with this top of mind. Marketers that monitor social media and user comments might be ahead of the game by leveraging that customer feedback and transforming them into brand loyalty.
New research shows that the impact of “consumer word of mouth” in six diverse categories−including online and offline consumer conversations and recommendations−account for 13% of consumer sales, on average, which represents ....