In our earlier post, we wrote how Social Customer will first Listen, Analyze, Relate & then Act contrary to traditional customer. Social media presence and online communities can and should be part of a great customer experience. Here is how:
- Common knowledge with customer contributions
- Empowering customers to help each other
- Listen to customers to learn how to improve
- Design seamless experiences to turn customers into brand ambassadors
- Engage proactively: don’t wait until you see service issues
- Measure and improve continuously
Can you Measure Social Media?
Measurement means metrics/Statistics during a specific time period that shows what had happened. Purpose of measuring is to compare between actual and expected.
Why measure?
Ans: If you dont know where you are … how will you get anywhere?
Types of Metrics
- Organization – Metrics for the Shareholders.
- Social Media – Metrics for Social media means Engagement, Customer Satisfaction, Sales, Traffic & Research.
Why Google failed on Social Media front?
According to a former Google employee – “Google has an environment that viewed social networking as a frivolous form of entertainment rather than a real utility, and I’m pretty sure this viewpoint was shared all the way up the chain of command to the founders.”
Consider this example: Google Answers focused on answers and failed; Yahoo! Answers focused on social and succeeded. The primary purpose of a social application is connecting with others, seeing what they’re up to, and maybe even having some small, fun interactions. Google apps are for working and getting things done; social apps are for interacting and having fun.
Google is from Mars, and social applications are from Venus. Google is ready to fight, but social applications are about loving not fighting.
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Tags: Social Media