Wake Up

November 30th, 2009 by Kirk Skodis under Customer Service, Response, Social Media
On the fence about social media?
Not sure if your company should take it seriously as a customer service/marketing/PR channel?
Think it’s all about entitled customers yelling to their friends and queue-jumping?
Worried that supporting social media can’t possibly scale within your organization?
Wake up. That’s all irrelevant because you don’t have a say in the matter.
You don’t have the luxury of choice this time, so stop making excuses and start accepting the fact that your customers have chosen for you. For decades you controlled the flow of communication and if a customer was unhappy, your worst-case scenario was them telling a few friends in private. The power has shifted, and your customers don’t care about your issues with scalability. They’re not concerned with what tools you’ll use or what the “social media expert” at your PR agency is recommending.
Change is uncomfortable and it may feel awkward to give up control, but the road ahead is clear and there’s no turning back. All your analysis and reasoned business theory may comfort you during the transition, but it won’t change the new reality.
Actually, you do have a choice. But going out of business isn’t really a viable alternative, is it?
Photo: vintagedept

Photo: vintagedept

On the fence about social media?

Not sure if your company should take it seriously as a customer service/marketing/PR channel?

Think it’s all about entitled customers yelling to their friends and queue-jumping?

Worried that supporting social media can’t possibly scale within your organization?

Wake up. That’s all irrelevant because you don’t have a say in the matter.

You don’t have the luxury of choice this time, so stop making excuses and start accepting the fact that your customers have chosen for you. For decades you controlled the flow of communication and if a customer was unhappy, your worst-case scenario was them telling a few friends in private. The power has shifted, and your customers don’t care about your issues with scalability. They’re not concerned with what tools you’ll use or what the “social media expert” at your PR agency is recommending.

Change is uncomfortable and it may feel awkward to give up control, but the road ahead is clear and there’s no turning back. All your analysis and reasoned business theory may comfort you during the transition, but it won’t change the new reality.

Actually, you do have a choice. But going out of business isn’t really a viable alternative, is it?

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