Customers have always talked amongst each other since the dawn of time. But since the advent of social media the ease at which they can share has dramatically changed. Customers are now publishers. Customers not only consume traditional media but content from social media as well. What customers want and expect from companies has changed. But the question is: has your customer service approach changed to reflect this?
I was asked to submit a few words for an e-book on the subject by a good friend, Brent Leary. The book was part of an initiative by The Social Customer, a social network on social business run by the folks at Social Media Today. Brent also invited quite a roster of folks to give their thoughts on the subject including: Chris Brogan, Julien Smith, Dr. Natalie Petouhoff, Frank Eliason, Kevin Ryan, and Scott Rogers to name a few.
The e-book is free and can be downloaded here.
Do you agree that business needs to adjust to serve the new social customer?
Tags: community, customer service, social phone
