Using Web 2.0 technology to build customer loyalty

Don Peppers

Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on customer-focused relationship management strategies for business, Don Peppers is an acclaimed author, influential speaker and a founding partner of the customer-centered management consulting firm, Peppers & Rogers Group.

Highlights:
Fast forward to questions that interest you most.

• 00:30 Can you offer some tips for a company looking to leverage Web 2.0 technologies like blogs and social networking to build customer satisfaction? How can we grow a more loyal customer base using Web 2.0 technology?
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• 05:03 In your opinion, are customers more or less loyal to one specific brand in a Web 2.0 world? How do things like social networks and customer review sites impact customer loyalty?
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• 06:23 What Web 2.0 technologies would you consider "must-haves" for forward-thinking B2C companies these days, and why?

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  Related resources on Web 2.0 technologies

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  • Read Peppers and Rogers' latest book, Rules to Break & Laws to Follow.

     

  • Visit the Web 2.0 and CRM topic section.

     

  • Ask your own customer trust questions of Peppers and Rogers to be answered on an upcoming podcast.

     

  • If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:

    Ask the Expert: Customer equity: Long-term and short-term
    Ask the Expert: Building trust with customer strategy