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This is Social Commerce: Turning Social Media into Sales by Guy Clapperton

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7

NEW PRODUCT DEVELOPMENT AND CUSTOMER SERVICE

Developing a product or service the customer wants is something I see very much linked to caring for the customer after purchase. So in this chapter we’re going to look at using your social media connections to develop new products and to work on customer service. You can ‘crowdsource’ what they want, in other words literally source the information you need from the crowd of people following you.

Customers also ask sensible questions, thank goodness. They ask things that improve stuff. And thanks to social networking they can do it en masse so you know it’s not just a rogue eccentric who wants, say, lavender-flavoured toothpaste (one of the companies quoted in this book actually sells that, and I’ll ...

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