The emergence of the social customer is forcing businesses to think differently about how they reach the people to whom they sell, and much has been written about ways for businesses to cope with this. However, as is all too common in CRM discussions, the customer is often forgotten as we default to dwelling on processes and software that are decidedly business-centric in their nature. The customer is facing a dramatically changing landscape, too. To use a hockey metaphor, you want to pass the puck to where the other player will be — not where his is now.
Thank you so much for sharing this story with us. I agree with you 100%! There are to many businesses that forget what to do once they have a new client, or how to provide the service they deserve. If businesses put in half the effort into their customer care that they do with their sales and marketing, you would have one satisfied customer!
Great comments on the social media side of things as well. Social media isn't a platform for hard sales, its a place of engagement, and education. So many companies forget that this isn't your "Used Car" sales lot to use 140 characters to get your message out there. You have to be transparent, ethical and honest on all levels about your company in the social media world if you want to build your brand in a positive manner!
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Building Trust Before Social Skepticism Sets In
Posted by: Christopher J. Bucholtz February 3, 2011 05:00 AMThe emergence of the social customer is forcing businesses to think differently about how they reach the people to whom they sell, and much has been written about ways for businesses to cope with this. However, as is all too common in CRM discussions, the customer is often forgotten as we default to dwelling on processes and software that are decidedly business-centric in their nature. The customer is facing a dramatically changing landscape, too. To use a hockey metaphor, you want to pass the puck to where the other player will be — not where his is now.
Great comments on the social media side of things as well. Social media isn't a platform for hard sales, its a place of engagement, and education. So many companies forget that this isn't your "Used Car" sales lot to use 140 characters to get your message out there. You have to be transparent, ethical and honest on all levels about your company in the social media world if you want to build your brand in a positive manner!
Jennifer D Hashisaki
http://www.karmacrm.com/