We love to be right.
Have we mentioned that? (Yeah… we have. Quite a bit, actually.) It makes us do a little happy dance.
But you see, we don’t love to be right because we’re narcissistic jerks or anything. (Er… well… maybe a little.) We just love it when data reaffirms what we’ve been telling you all along.
Social Media Today is reporting on a new study that demonstrates the effects of customer listening and engagement through social networks.
A recently completed survey by Forrester on behalf of Dell revealed that companies that implement listening and digital engagement initiatives see positive business returns in customer satisfaction scores, loyalty and brand metrics.
That Dell would commission a study about active listening and customer engagement is no surprise… Dell has been acknowledged as one of the smartest brands in social media by Mashable and others.
Their new survey shows that listening to and engaging with customers provides useful information and feedback that affects corporate functions from marketing strategy to sales support.
More importantly, it shows the areas where businesses feel their social engagement has the greatest impact — including influencing customer perceptions and building long-term relationships with customers.
But you don’t have to take our word for it. (Despite the fact that we’ve been right all along…) Read the study.
Then come on back and do the happy dance with us.
Customer engagement works. The data backs it up.
Oh, yeah… we love to be right.