I had the privilege of moderating a webinar today, the subject matter of which is the hottest topic in the tech space today: social media.
With David Marko, senior vice president for Clarabridge’s professional services, and Chris Zinner, direction for social CRM for Accenture (News - Alert), the webinar explored ways in which businesses need to examine social media, how to use it, and if they use it already, how to leverage it for the biggest bang for their buck.
Zinner elaborated on the topic of social media’s requirement that businesses be “proactive” in their diligence by following up with customers, continuously maintaining customer relationships, and recognizing that the customer experience no longer exists simply from 8 a.m. to 5 p.m. during the normal work day.
He noted that it’s important to now engage with not just individual customers, but with communities, and that social media requires businesses to not only cultivate a community, but to participate in others. It’s about “creating a relationship between companies,” Zinner said. “We like to tell our clients, ‘Welcome to the crowd. Get off the stage, and get into the crowd.”
Making the social media experience a peer-to-peer one will ultimately emphasize the personalization of such progress between the business and the customer. “Personalization has always been hot, but now it needs to be more personalized, collaborative, and transparent,” said Zinner.
So, social media operates 24/7, and its train is leaving the station. Are you on it? Check out the whole webinar for the full spectrum of information regarding best practices for leveraging social media for your business growth by clicking here.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Tammy Wolf