Gary Vaynerchuk has written an excellent book ‘The Thank You Economy’ on how social media is affecting business operations. Some of his points are relevant to customer satisfaction and the psychology of gaining and keeping customers. Seven tips are covered including one on how social media can be used as a no charge, always available focus group.

Gary Vaynerchuk has written an excellent book called ‘The Thank You Economy’ where he talks about the value of organizations engaging in social media in today’s environment. As I read over his book, he has some important customer satisfaction messages as well. He talks about the ‘way it was’, how the age of the automobile changed everything, the customer service center problem, the internet further isolating customers and finally how consumers have revolted and using social media, have taken back power from business.

Word of Mouth converts sales at 78%

Thursday, May 19th, 2011

Word of mouth has always been known to be the most effective mode of promotion for your product or service (positive or negative). We know that web techniques have changed the equation of how fast word of mouth can travel, from friends and family to going viral on the internet. Here’s an interesting video from American Businessman, Gary Vaynerchuk, author of Crush It, Why Now is the Time to Cash in on your Passion and The Thank You Economy, that talks about the changes in marketing, customer satisfaction and advertising.

Gary Vaynerchuk of Wine Library TV fame, described an incident in his latest book: Crush it!: Why NOW is the time to Cash in your Passion that shows his commitment to customer service. While the individual incident likely lost him money, the culture he established in his organization was worth far more. Customer service in today’s web environment is very visible and creating the right customer service culture is even more important in order to improve or sustain high levels of customer satisfaction.

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