The Business of Humanization

Social media has humanized interaction and has enabled people to easily obtain and exchange experiences.

Technology has humanized the user experience by making it easier for people to communicate and share information.

Meanwhile, many businesses have used technology to go in the opposite direction, to dehumanize.

Look at customer service, which has sadly become a (near) robotic experience at many companies. Look at email marketing where companies send emails from an email address like “please-do-not-reply@we-hate-getting-email-from-you-com”.

Put aside all the usual stuff about social media offering great opportunities to promote your products, overturn negative experiences and build long-term relationships.

First and foremost, social media is a call for humanization in how you communicate. Social media has humanized interaction, technology has humanized the experience, but only you can humanize your business.

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Creating Business Value from Online Customer Interactions

Customer service plays a significant role in the overall customer experience. This survey from over a year ago is an extensive survey on the effects of bad customer service. The outcomes aren’t surprising as 67% indicated that they ended a business relationship after a poor experience with customer service. Of those people, 61% took their business to a competitor. What this boiled down to was an average of $243 in lost business per customer, per year.

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Come Rock Out At The Customer Service Seminar 2011

On Thursday, May 26, Accenture and Tele’Train will host the Customer Service Seminar. It’s a one-day event on online customer interaction and behavior with a focus on social business.

The line-up is filled with people from various businesses eager to share their thoughts and experiences. Learn how social business is applied at companies like KLM and Microsoft. Xaviera Ringeling, Fred Zimny and Arjen Hof will give useful pointers on social media and customer service. Oh, and I’ve been asked to perform some tricks too.

The best part: we’re doing it for free. So head over to this page now and reserve your seat!

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Why The Hell Are You Following Me?

You’re sitting at a table in a restaurant with a friend. You’re talking about cars and you mention the new BMW you just leased. A car salesman happens to walk past as you mention the word BMW. He grabs a chair and joins your table.

The two of you continue your conversation and after a while, the car salesman leaves the table.

That was a stupid scenario and would—hopefully—never happen in real life, but on Twitter, it happens all the fucking time. Car dealerships, affiliate marketers, online shops, those pesky “gurus”… They start following you after you’ve mentioned a keyword they’re targeting and they unfollow you once they realize you can’t be arsed to follow them back. The fact that the process is often automated makes it look completely stupid. After I reviewed the Audi A1 last year, an Audi dealership from Florida started following me on Twitter.

It’s good to monitor conversations that are related to your brand, your market or your niche, but please include a human being and human interaction in the process so you won’t look like a complete idiot.

Social Business Planning

The extent to which social business is going to work out well for you depends largely on what you aim to achieve with it. Take the time to develop comprehensive goals and objectives. Use the results from the Analysis phase to establish a baseline which you’ll use to formulate goals/objectives and measure them against.

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