social media expert interviewIn this video I interview Becky Carroll, who is the author of the great new book, The Hidden Power of Your Customers.

Becky shares the story and meaning behind her “ROCK” strategy and why it is so important to focus on your existing customers.

Be sure to check out the takeaways below after you watch the video.

Here are some of the things you’ll learn in this video:

  • What you need to know so you can focus on giving your existing customers the whole package
  • How to generate new opportunity for a business of any size
  • How to make your product into an orchestrated customer experience
  • How to go beyond just customer service
  • What is the best way to provide Killer Customer Service
  • How you can discover who your true advocates are

Connect with Becky on Twitter @bcarroll7. You can also check out Becky’s blog: Customers ROCK!.

What do you think? How do you generate more opportunity with existing customers? What tips do you have to share about your customer service? Please leave them below.

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  • R.O.C.K. in the U.S.A!

  • Great interview! Going to pick up the book. I assume it’s on Amazon?

  • Ed

    Excellent interview that brought out a  common sense approach that many may be missing.  I have fallen into the  “can’t see the forest for the trees”.  Thanks for the reality check.  We will be starting immediately to get back in touch with our customers and find ways to maintain communication.  For our business this is the most cost effective marketing we can do.  Thanks, Becky and Michael.

  • So glad this is useful for so many of you. @jonathan, rock on! @nick, yes, it is available on Amazon, Barnes & Noble, etc – thanks for asking and for picking up the book! Ed, glad to hear you are going to take immediate action; your current customers are extremely valuable and absolutely cost-effective. Michael – thank you for the opportunity!!

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  • Thanks for stopping by Becky 🙂

  • Ed – Glad you found this useful 🙂

  • Thanks Nick, you bet you can find her book there 🙂

  • Love that song 🙂

  • Sarah Bauer

    Discovering advocates for your business is the hard part here. I anticipate that Carroll’s book explains strategies for finding those individuals or groups who are rooting for your company, even in some small way, and offers suggestion for how to acknowledge loyalty. Incentives and rewards for repeated visits or service should come into play here. I think about the Starbucks “Gold Membership” card I received in the mail for being a frequent visitor. I didn’t expect it, but the free drink and the appreciative card was excellent. 

    Great clip, thanks!
    Sarah Bauer
    Navigator Multimedia

  • I liked this interview.  I’m especially interested in learning Carroll’s suggestions for discovering advocates.  I’ll check out the book.

  • Great interview, Becky and Mike! Very dynamic. The ROCK strategy is an integral part of our next marketing campaign – targeted at our existing client base! Keep up the good work!

  • Yes, the Starbucks “Gold Membership” card is a nice touch; these types of things can work well, but they do take some effort on the part of the company. They also take coordination among all the touch points with the customer ie. making sure everyone knows how they work! The book definitely goes over suggestions for finding your loyal customers and how to take care of them so they tell others. Thanks for your interest!

  • So glad you liked the information in the interview, JC! It is so important NOT to forget about your existing customers – they really are like gold to your business. Hope you like the book!

  • Thanks for your kind words! Excited to hear you are using the ROCK strategy; would love to hear more about it. Give us a shout and let us know what you are doing. You rock!

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  • Mary Beth McCabe

    I have read the book and know the author. She does rock and walks. Two things at once is not an issue for this very talented marketer, Becky Carroll. 

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  • Love the rock strategy and wanted to add that we make sure we don’t forget our internal customers– our employees.  We are implementing new programs to enhance their “customer” experience as well.  What better customer advocate could you want than a member of your team who wants to shout about how great your company is?

  • Thank you for the kind words, Mary Beth!

  • Employees are absolutely a part of the ROCK strategy. The employee experience needs to ROCK in order for the customer experience to exceed expectations. They can be very vocal, positive advocates for your company! Thanks for sharing.

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