The challenge is to deliver tangible and highly tailored value to each and every customer. According to IBM CRM consultant Howard Young, the secret lies in tapping the power of the Internet to begin doing new and better things and in turn, providing the kind of customer experience and service that leads to long-term loyalty. Build virtual communities Create a place where consumers can connect and share common interests. Make it all theirs. Give them a reason to come back again and again.
Casual browsers become passionate contributors.
Ideas and content flow. The community increases in value. People begin to trust. New 'electronic bonds' are forged with customers. Indirectly, via clickstream analysis.