|Social media add-on identifies brand advocates|
Empathica added a real-time feed of recommendations that can be embedded on a brand’s website, Facebook page, and other online assets, to its GoRecommend solution.
By incorporating a real-time advocate feed into the GoRecommend solution, Empathica improves a brand's ability to convert satisfied customers into brand advocates. The new feature amplifies positive, authentic recommendations through Facebook, Twitter, and email, effectively allowing a brand to connect its customers' great experiences to the social graph. Combined with GoRecommend's existing capabilities, the new functionality allows brands to further extend their customer relationships and build out a measurable base of active brand advocates.
GoRecommend works to mobilize advocates at the moment of truth, helping customers identify the characteristics that were outstanding about their in-store visit or purchase. It then builds active brand recommendations that are unique to advocates’ experiences based on specific locations, events, products, or store personnel.
"The GoRecommend social media advocacy solution has helped leading brands identify advocates and mobilize them to share positive brand experiences across social networks," says Gary Edwards, chief customer officer at Empathica. "Using the GoRecommend solution, our clients have generated more than 1 million positive recommendations resulting in over 110 million total impressions on sites like Facebook and Twitter. The addition of the real-time advocate feed is a significant enhancement, giving GoRecommend the ability to deliver even greater advocacy benefits for our clients.”
The new update elevates GoRecommend's ability to expand the relationship with brand advocates and their networks. Nielsen has reported that 92% of consumers trust recommendations from people they know in their 2012 Global Trust in Advertising report. A survey conducted by eMarketer reported similar findings, showing that consumers trust customer-generated reviews 12 times more than brand-generated messaging.
[This article was posted on June 19, 2012, on the website of ABA Banking Journal, www.ababj.com.]
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