Comments on: Customer service or customer servicide? http://www.opineconsulting.com/customer-service-or-servcide/ Advises corporate and government clients globally on strategic marketing, innovation and service management Sun, 09 Jan 2011 21:08:36 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Jason Wolfe http://www.opineconsulting.com/customer-service-or-servcide/comment-page-1/#comment-56 Jason Wolfe Wed, 19 May 2010 11:14:17 +0000 http://www.opineconsulting.com/?p=518#comment-56 Difficult one to quantify, but social media does not currently equate to mass media (despite what those of us who use it might like to think). The election showed nicely that high levels of Twitter activity do not necessarily permeate to the mass consumers of the UK. To answer the question, I think it's perfectly possible for a business to survive (and even thrive) in a world of ubiquitous social media. However, the costs of doing so can be high, and if you're target customer segment has a high propensity to use social media, you can take quite a hit (just look at Dell). But, and this is an important point, your social-media-driven brand value can go up as well as down. People's attitudes to a brand fluctuate far quicker than they ever used to. Do something good (or at least worthy of mention) and it can have powerful effects as well. Ironically a lot of it comes down to expectations. Modern society expects very little from large corporations. When they exceed those expectations, it can work in their favour. Difficult one to quantify, but social media does not currently equate to mass media (despite what those of us who use it might like to think). The election showed nicely that high levels of Twitter activity do not necessarily permeate to the mass consumers of the UK.

To answer the question, I think it’s perfectly possible for a business to survive (and even thrive) in a world of ubiquitous social media. However, the costs of doing so can be high, and if you’re target customer segment has a high propensity to use social media, you can take quite a hit (just look at Dell).

But, and this is an important point, your social-media-driven brand value can go up as well as down. People’s attitudes to a brand fluctuate far quicker than they ever used to. Do something good (or at least worthy of mention) and it can have powerful effects as well.

Ironically a lot of it comes down to expectations. Modern society expects very little from large corporations. When they exceed those expectations, it can work in their favour.

]]> By: Tweets that mention Customer service or customer servicide? | Opine Consulting -- Topsy.com http://www.opineconsulting.com/customer-service-or-servcide/comment-page-1/#comment-49 Tweets that mention Customer service or customer servicide? | Opine Consulting -- Topsy.com Tue, 11 May 2010 11:23:31 +0000 http://www.opineconsulting.com/?p=518#comment-49 [...] This post was mentioned on Twitter by kimberly nasief and Julie Raque, Simon Kirby. Simon Kirby said: Opine Consulting |: Customer service or customer servicide? http://bit.ly/9rOams [...] [...] This post was mentioned on Twitter by kimberly nasief and Julie Raque, Simon Kirby. Simon Kirby said: Opine Consulting |: Customer service or customer servicide? http://bit.ly/9rOams [...]

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