Don’t take my word for it, a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices and that they would actually be willing to pay an average of 10% more to a company that provided a superior customer experience. Enter Social Customer Support …. Email this to a friend?

Start with Forrester’s POST approach , and fold the tools in later. That is the question – in real estate public relations Did You Hear How to Harness the power of WOM to Drive Business Results? You or your colleague may be suffering from a significant case of Social Media Tool Exhaustion. Why do you want to test the tool? Thanks!

Many executives are familiar with this idea; a survey conducted by Forrester Research in 2009 showed the number of companies focusing on customer retention had nearly doubled from the preceding year. business will calculate each customer’s lifetime value (CLV) and customer equity (CE). The sheer volume and variety is nearly overwhelming.

Here’s a great example of an effective infographic that illustrates social media behavior by age group, based on a Forrester Research study. CK’s B2B Blog , June 8, 2010 I recently ran across a positively terrific article on WOM penned by McKinsey’s Jacques Bughin, Jonathan Doogan and Ole Jørgen Vetvik. June 2010. Enjoy.

Not only that but a recent Forrester study showed that customers actually prefer a better customer experience compared to everyday low prices, and moreover great customer experiences drive positive word of mouth (WOM). This is why they find it hard to see results that make for a strong ROI. Tweet This! Share this on Facebook.

It’s that WOW or should I say WOM that enhanced the value of their marketing and attracted a player like Amazon. The downside of poor customer service has been well documented on the web because social media acts as the accelerant to negative WOM (think Dell Hell, Motrin Moms, and most recently Nestle). Tweet This! Digg this!

In my last post we discussed the 4 reasons why using Social Media pays to provide Support : Customers prefer a good customer experiences to low prices, helps aid in spreading WOM, makes customer less likely to defect and results in high profitability for the company. But the back side of those objectives is where the perfect storm lives!

In a recent Forrester Report on “ Customer Experience Pays Off as Social Media reduces Obstacles for Real Change ” they have really nailed down the argument I have been making over the last year about why Support is the single best place to build your business case for Social Media. Every Industry! Tweet This! Share this on Facebook.

But, before we get to that, here's a few things that might surprise you: 84% of buyers are influenced by word of mouth [WOM] - Forrester Research. study by Keller Fay found that executives have 118 WOM conversations a week [EVERY WEEK].   Their name is Zuberance. That interested me. So what's an advocate?

Advertising Strategist (Media, SEO, SEM, WOM) Focused on media and online advertising. Jeremiah Owyang did a post on the need for the social media manager and two distinct roles that Forrester sees emerging: the social media manager and the community manager. They live and die by data and results. blogs) or audience segment (Gen Y).