28 December 2009

Customer service: the risk of social media fatigue

customer service social media Social media is still a black and white world, customers like it or they don't. Interestingly a shade of gray has appeared recently with a number of social media converts complaining of fatigue and returning to more traditional ways of communication such as handwriting. If the trend setters are already considering a switch away from social media, customer service executives have to consider very carefully their customer relationship management strategy: heavy investment in the new digital marketing world should be matched with proper stocking up of pens and paper.

Picture courtesy of http://www.wearesnook.com/ with our thanks. Snook is a new initiative that service designers Sarah Drummond and Lauren Currie have launched in Scotland.

5 comments:

  1. "heavy investment in...digital marketing...should be matched with proper stocking up of pens and paper" I take the point but that's a lot of stationery! There is something compelling about receiving a hand written letter - it's more personable. My aim is to delight my customers often and realistically that's only possible using digital tech. But when you want to really pleasantly surprise service users a hand written note is hard to beat.

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  3. So being the examination nut that I am, I chosen to investigate SMM with respect to offering to check whether it really worked, who accomplished it work for and on the off chance that it did for what reason did Social Media Marketing work for them? Furthermore, should business depend so intensely on social organizations for deals. read what he said

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