Lately, I've immersed myself in understanding the customer experience online.  What happens when a potential consumer goes to a search engine window and starts searching? What does she enter?  It's a critical matter that affects us intensely - in terms of the content we create online and how that content engages with potential customers.

When done methodically, consistently and with the customer in mind, a web presence, particularly a social media based one, connects with and engages customers.

At the same time, the corresponding brick & mortar retail experience matters more than ever for delivering an experience that engages the senses and brings to life a customer commitment that sets you apart from the competition.

Imagine when that offline commitment integrates itself with a digital and social presence.... The possibilities make my spine tingle!

Success, though, calls for careful consideration and deliberate integration with business strategy.  Social tools may look easy, but they do call for commitment, a plan and an intense willingness to engage with visitors, readers and potential customers.

Where are you in the process?

If you need a source of wisdom on social media marketing, consider my e-book titled Social Media's Collective Wisdom: Simplifying Marketing With Social Media - Book 1.  It's an ideal starting point capturing the insights of 26 prominent social media practitioners on how to effectively bridge old media with new media to get started and connect with customers.

And, if you need examples, look no further than the Social Flooring Index!

In Recent News...

I've just announced the update to the newly established Social Flooring Index.  Learn more about it from the Press Release: Social Flooring Index From Simple Marketing Now Captures Industry's  Social State.  Or, simply visit www.SocialFlooringIndex.com.

If you are in the flooring industry, will you be attending Surfaces 2010?  I'll be taking part in two educational sessions: a workshop titled "Marketing In A Recession 101" [check out TalkFloor TV with Whittemore, Perron and Friederichsen discussing their upcoming Surfaces 2010 workshop: Marketing In A Recession 101] and a Social Media 101 seminar.  Let me know if you'd like more information. 

I'm excited about two recent interviews I took part in. One with Becky Carroll on Customers Rock! Radio and the other with Paul Chaney and John Munsell on User Friendly Thinking Radio.

Social Media Marketing Resources from The Simple Marketing Blog:

• BJ Fogg's Persuasive Bathroom Epiphany: MarketingProfs Digital Marketing Mixer
• Liane Evans Blends Social Media and Search For Greater Marketing Impact
• Simplicity, A Dominant Trend

Retail Experience Resources from Flooring The Consumer:

• The Best Bathrooms Remind You Of Home
• Retail Experience of the Future
• Christmas Creep & Retail Trends

Flooring Related Interviews...
Bethany Richmond, CRI Communications Manager, participates in the Women in Flooring series.

Projects I'm involved in:
The Floor Covering Institute Blog
The DOMOTEX Blog
The Carpet and Rug Institute Blog

If you missed the 4th Annual Bathroom Blogfest themed Flush the Recession and Plunge Into Forgotten Spaces, and which celebrated the importance of the customer experience, you can scan through the event Bathroom Blogfest 2009 recap.