Comments on: The Social Customer http://customersrock.net/2010/02/04/the-social-customer/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Thu, 17 May 2012 17:52:55 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Becky Carroll http://customersrock.net/2010/02/04/the-social-customer/comment-page-1/#comment-4671 Becky Carroll Sat, 06 Mar 2010 19:10:41 +0000 http://customersrock.net/?p=1451#comment-4671 Eric, I agree that social media has put a whole new imperative around customer service. I, for one, am glad to see it! Sybil, I also believe that everyone plays a role in marketing the company - but especially those who are "customer facing". With social media, more employees than ever are touching the customer. It is a good thing as long as those employees are empowered to do something about it. Thanks! Painters Glasgow, social media can indeed pull others away from creating great customer service. I believe it is critical that companies incorporate social media into their existing processes so there is consistency AND so it can be time-managed appropriately. However, one doesn't have to be on all social channels, only those a customer is using! Thanks, Tsufit! Eric, I agree that social media has put a whole new imperative around customer service. I, for one, am glad to see it!

Sybil, I also believe that everyone plays a role in marketing the company – but especially those who are “customer facing”. With social media, more employees than ever are touching the customer. It is a good thing as long as those employees are empowered to do something about it. Thanks!

Painters Glasgow, social media can indeed pull others away from creating great customer service. I believe it is critical that companies incorporate social media into their existing processes so there is consistency AND so it can be time-managed appropriately. However, one doesn’t have to be on all social channels, only those a customer is using!

Thanks, Tsufit!

]]> By: Tsufit http://customersrock.net/2010/02/04/the-social-customer/comment-page-1/#comment-4656 Tsufit Thu, 04 Mar 2010 05:22:20 +0000 http://customersrock.net/?p=1451#comment-4656 Congrats on the InfluenceSD nomination Becky! Tsufit Congrats on the InfluenceSD nomination Becky!
Tsufit

]]> By: Painters Glasgow http://customersrock.net/2010/02/04/the-social-customer/comment-page-1/#comment-4489 Painters Glasgow Fri, 12 Feb 2010 14:43:25 +0000 http://customersrock.net/?p=1451#comment-4489 It is now all about interaction between a service provider and a customer. The thing is, everyone wants to be 'social' and provide information over various platforms. Where do you stop? I mean, everyone has only 24 hours and since the social networking is more and more time consuming, you can end up actually loosing clients because of lack of the old fashioned customer service. It is now all about interaction between a service provider and a customer. The thing is, everyone wants to be ‘social’ and provide information over various platforms. Where do you stop? I mean, everyone has only 24 hours and since the social networking is more and more time consuming, you can end up actually loosing clients because of lack of the old fashioned customer service.

]]> By: Sybil Stershic http://customersrock.net/2010/02/04/the-social-customer/comment-page-1/#comment-4460 Sybil Stershic Fri, 05 Feb 2010 16:37:25 +0000 http://customersrock.net/?p=1451#comment-4460 Great post, Becky. In my internal marketing workshops, I'm hearing that many companies don't still fully grasp the scope of brand touchpoints their customers encounter. In addition, they haven't effectively integrated social media in with the traditional marketing mix. Becoming a customer-focused company starts with management understanding the difference between how many of their people work in the marketing department and how many actually impact marketing. Regardless of where marketing sits on the organizational chart, EVERYONE in the company plays a role in the customer experience. Great post, Becky. In my internal marketing workshops, I’m hearing that many companies don’t still fully grasp the scope of brand touchpoints their customers encounter. In addition, they haven’t effectively integrated social media in with the traditional marketing mix.

Becoming a customer-focused company starts with management understanding the difference between how many of their people work in the marketing department and how many actually impact marketing. Regardless of where marketing sits on the organizational chart, EVERYONE in the company plays a role in the customer experience.

]]> By: Eric Brown http://customersrock.net/2010/02/04/the-social-customer/comment-page-1/#comment-4457 Eric Brown Fri, 05 Feb 2010 13:41:31 +0000 http://customersrock.net/?p=1451#comment-4457 Hey Becky, Good Morning, hope all is well with you. I think that Social Media forces businesses to address Customer Service. That is not to imply that it didn't exist for the business prior to Social Media, but it surely is much more prevalent. When I can point my iPhone at a place of business while walking down the street, and the Yelp application aggregates the various ratings and reviews of that business in real time, that puts a whole different urgency on Customer Service that never existed before. Hey Becky, Good Morning, hope all is well with you.
I think that Social Media forces businesses to address Customer Service. That is not to imply that it didn’t exist for the business prior to Social Media, but it surely is much more prevalent.

When I can point my iPhone at a place of business while walking down the street, and the Yelp application aggregates the various ratings and reviews of that business in real time, that puts a whole different urgency on Customer Service that never existed before.

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