Social Media (Web 2.0) is fast becoming one of the most important and powerful influences in business today. It is evolving at record speed and gaining broad adoption - it isn't just for the technology industry any longer. With its foundation built on sharing information, collaboration, and relationships, it can transform the way organizations attract and retain Customers.

Customer Experience 2.0 is a unique and new way of thinking. It marries and leverages the tools and concepts of Social Media with the needs and wants of your customer - creating a much more engaging and rewarding customer experience. This combination leads to increases in customer loyalty and retention, sales and market awareness. It creates a more innovative and personal way for you to engage, understand and support your prospects and customers.

The experience an organization provides to its customers is at the heart of building customer loyalty. Research shows that if you can keep the promises your customers want and deliver the experience they want, you will be rewarded with deeper and more lasting loyalty. With the introduction and availability of Social Media tools, organizations can now deliver a much richer and more transparent customer experience than ever before. This improved experience will be vital to an organizations survival and/or growth in the future.

by Brian George Brown