Social Media Equals Social Customer
Managing Customer Experience in the Age of Social Media
by
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The rapid growth of social media has forced everyone to stop and take note. Even in cases where there is seemingly no direct relationship, there is the constant reference to one of the many technologies used by so many, that one cannot but wonder what is the impact, and necessity of these tools. These tools have become amplifiers of the voices of customers. Previously, the voice of the customer was received through traditional means such as surveys. These were costly, time-consuming exercises which, with all good intentions, captured a perspective at a point in time and were always accompanied by the caveat of the error tolerance of the results. Today, the dynamism that is contained in the world of Web 2.0 adds an exciting new dimension to how customers are perceived and how what they say is captured. The advent of these technologies has ensured a constant flow of feedback and input from customers. Consumer silence has been eliminated. Globally, at any time, there are millions of customers sharing their views, both solicited, and unsolicited, through social media. Business continues endlessly and so does the voice of the customer. To support business leaders and customer support practitioners who are listening to these voices, this book will: • provide data and context around social networking trends • show the correlation between the trends and new customer personas • suggest strategic elements for businesses to consider in order to effectively tackle the trends • provide ideas on how to deliver the best experience for customers hooked in social media
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About the Book
It’s hard to believe that just ten years ago, few people had even heard of social media. Today it’s a critical part of doing business—and yet many companies still don’t realize the power of connecting with people online. To get the most out of these relationships, it’s important to develop strategies that engage both existing and potential customers.
Author Donnovan Simon, an expert communicator, explores how to get the most out of your social media efforts in this instructional guidebook. You can learn how to
• connect with social customers; • manage the customer experience online; • communicate with different generations of consumers; • measure the success of your social media efforts; and • prepare for the next generation of customers.You can build your business via social media. Take ownership of the future and deliver your shareholders and customers the value they deserve with the strategies in Social Media Equals Social Customer.
About the Author
Donnovan Simon is a consultant who is passionate about customer experience. He holds degrees in communications, information systems, and business administration. For the past twenty-five years, he has worked in many management roles focusing on end customers, channel partners, and sales teams. He is also the author of The Way You Make Me Feel: 20 Lessons in Customer Service. A native of Jamaica, he lives in Calgary, Alberta, Canada, with his wife, Hermalyn, and their family.