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Video: How Grainger makes their customers the heroes

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day.

Grainger supplies the stuff that helps businesses run: from janitorial supplies and fire extinguishers, to Lipton tea bags and labware. It’s the kind of stuff you probably don’t notice that often (and you probably don’t think about where it comes from either).

But Grainger didn’t become one of Fortune’s “Most Admired Companies” by being invisible to their customers. Sherri Maxson, Grainger’s Social Business Leader, says their secret to success is making their customer the hero.

In her presentation at SocialMedia.org’s BlogWell conference in Chicago, Sherri explains how they use social media to put the spotlight on their customers and earn their trust and respect.

In her presentation, you’ll also learn:

  • Why conversations with your fans shouldn’t start with your products
  • How BtoB social media is different from BtoC social media
  • What April Fools joke became Grainger’s most popular Facebook post

Grainger: B2B Social Case Study — presented by Sherri Maxson from SocialMedia.org on Vimeo.

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