Every once and awhile business’s need to take a time out and review the way our policies relate to the changing communications landscape. Today, consumers are more connected than ever, meaning we as companies must adjust how we communicate, how we promote and how we sell.
A few things to remember when searching for alignment.
- Word of Mouth is amplified by online social networks. This can be a good thing, with ecstatic customers telling all of their friends about our great product. It also can amplify a disheartened customers feelings, with disastrous affects. Remember, personal recommendations (good or bad) are the most influential, we must ensure there are way more good than bad.
- There are no secrets. In days of old, we could do one thing for one customer and a completely different thing for another. Today, those customers are connected (in near real time) and they’ll know if bob got a better deal than bill. If our policies require secrecy or different levels of service, they will get found out. See my recent post on The Customer Service Line.
- Don’t be angry, be aware. I’ve noticed frustration around instances where “secrets” have been found out or where word of mouth has exploded a situation with negative effects. Reality check, the web changes things. We have to realize this fact and be aware of misalignment in our product or channel offerings. Awareness is the first step to corrective action.
I leave you will two of my favorite blogs on this topic. Chris Brogan is a social media maven, he’ll keep you up to date on the social media scene and it’s effects on communication. Second, Seth Godin’s no nonsense marketing approach is a must read.
For those of you worried about a pending recession. Check out Neil Godin, for quick tips and examples of how to grow your business today.
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