This is a very good blog on how disruptive
social media has become for a business focus on the Customer. If you haven’t been convinced yet, this blog is for you. The world has changed. Consumers have changed. We have to change to meet the needs and expectations of our customers. Are you ready?
Social media and smartphones are disrupting the established patterns and practices for B2C interactions. To be successful, businesses have to engage with customers through their preferred channels, whether that be mobile, IM or social networks.
The link between technology and consumers is, however, a two-way street. Take, for example, Facebook notifications (the auto-generated email or text alerts you get when someone posts you on your wall or comments on a photo). These alerts constitute B2C dialogue, though they operate under the guise of a C2C interaction.
The initial attraction of social networks like Facebook and other pioneers in the space was bringing groups of people of shared interest together on the web. Adding a messaging capability to the basic web presence extends the social experience beyond the website. Without notifications, you’d have to go online to Facebook to hangout with your friends. With notifications, your friends — and the Facebook brand — come and check in with you throughout the day via your inbox.
This kind of messaging lets businesses participate in, inform, and add value to the social interaction (wall post/sharing) without ever forcing users back to the site.
Why Businesses Must Adopt a Multi-Channel Messaging Strategy
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