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The Plethora of Data in This Age is Confusing the Heck Out of Business Owners
Dr Michael J Freestone, Business Consultant, South Africa
To truly improve the performance of large organizations, we need an attitudinal change. Unless businesses go back to the basics, the confusion that is reigning at the present with the tumbling world economies will destroy business as it should be.
The object is to satisfy the customer! In doing so we need to move back to basic principles, which start with leadership and how it deals with the quality issues it faces.
We have been inundated with so much information in this Google/Linkedin and multitudes of blogs that we don't know where to start. Go back to basics. Basics grew the USA in the Industrial Age. We have made the consumer age far too complicated with the social media hype. I get dozens of social media emails a day all expounding how they will grow the business if you just use Facebook, Tumblir, Youtube, Pinterest, Scoop. It, LinkedIn, SEO, Alexa Toolbars and so on.
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Social Landscape and Customer ServiceGreg Sharpe, Manager, United States Dr. Freestone, this is a spot on read in today's current environments. I do think social media plays a huge part of your CSM, because there are so many Millennials that fit into the environment, but it's not the end all be all. The basics should still be formed by the leadership's foundational understanding of the customer landscape.
In fact, I have recently learned that some companies would rather have you use social media for customer interactions and the main reason is cost. A managed phone system is a great deal of cost, and so are websites contact interfaces for customer interactions. Now business owners must pick which tool fits best to the optimal customer interactions. It all depends on the business, but every person carries a "delight" meter and people have no problem placing their experiences on the delight scale. I once had a cable TV issue and the only response I received was through Twitter - resolved while I was still in indefinite phone hold. Blending channels is the key and only testing can reveal the proper blend. |
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