12. Driving Purchase Decisions
§About 60 million Americans say the internet has played an important or crucial role in helping
them deal with at least one major life decision in the past two years.
§The number of Americans relying on the internet for major life decisions has increased by
one-third since 2002.
§Making a major investment or financial decision*: About 16 million said the internet had
played a crucial or important role in this.
16. Get it together (Continued)
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Select the right tools
Set up your listening program
Empower your staff
Connect multiple channels
Prioritize
Automate
17. Get it together (Continued)
● Meet customer expectations
● Don’t be a stalker
● Gain customer insights