Respected Analyst Jeremiah Owyang has produced a crystal clear talk about a movement that’s been growing in the past few year and has come to light under the name “collaborative economy“. Although is don’t like the term “collaborative economy” (I think networked or P2P economy is more appropriate), this name has crystalized a lot of attention on this movement and helped bring it to public attention.
Here are the key take aways from the talk:
The crowd turns to each other to get goods and services bypassing corporations
The sharing revolution is an unstoppable movement
Solution: embrace the collaborative economy value chain:
Company as a service
Motivate a Marketplace
Provide a platform
Social media is not just a new channel to push your marketing message, but a way to interact, provide customer service, get feedback and innovate with customers. Make your customers happy and they’ll do the promotion work for you. This holistic approach of managing customers interactions through social media is called social media customer relationship management (social CRM).
Continue reading “Social CRM: forget social media marketing, think social customer service”
Comcast is using a variety of tools to create a smooth process to do Social Customer Relationship Management. They listen with brand monitoring software, connect it to their existing customer records, and sometimes handle the customer issue right on Twitter or move off channel. They are seen as a leading example of a company doing it right.
Here’s an interesting interview of Comcast Social Media Manager Head. Continue reading “How Comcast manage relationship with customers using social media”
A serie of interesting articles on how companies should approach and work with social media. Continue reading “How companies should approach social media”