Too often brands do not know how to build a community – in terms of a space for communication between their consumers and themselves. They often approach, haphazardly, CRM, social media, iApps, consumer service, etc. without really integrating them into a long-term client strategy. The client/consumer has therefore a host of contact points with the brand, consistent in terms of image, but which in no way help it to capitalize on, and turn those contacts into, a profitable long-term relationship with the client.
A platform has been created which offers brands a space for communicating with their clients: it is called Get Satisfaction. To me, this concept seems perfectly adapted to the consumer expectations of today: a place where you can chat and also find answers to questions you ask ... the new customer service is here!