Kira Wampler, former Group Marketing Manager of Online Engagement at Intuit, as she explains how Intuit was able to: * Establish a baseline of customer experience; * Integrate online and offline customer feedback to identify opportunities for improvement; * Apply four approaches to make the measurement connection between social media and actual business results; * Improve customer sentiment by 30% in three months; and * Reply to 100 percent of Amazon Quickbooks Pro 2010 reviews, which resulted in a double digit % increase on sales.
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