- Posted by Dave Chartock
- On January 17, 2016
- 0 Comments
- brand strategy, brand voice, customer relations, customer service, social channels, Social Media, social media marketing
Last week, Daniel Newman, a contributor to Forbes, bylined an article entitled: “Social Media is No Longer a Marketing Channel, It’s a Customer Experience Channel.”
It said that the business world is finally starting to recognize that “social media is no longer a marketing channel used primarily to sell their product or service. What once served primarily as a platform to increase sales is now a meeting space, and has become part of the brand experience.”
The article discusses brand building with the customer in mind, the need to listen, and the need to respond quickly to a situation.
Thank you Mr. Newman!
Over the past few months, The Attitude Group’s blog has addressed the focal points appearing in Mr. Newman’s article. So whether Mr. Newman came up with similar ideas in January 2016 on his own or used The Attitude Group’s blogs as a resource, we thank him for adding credibility to our blogs – recognizing that The Attitude Group is ahead of the curve and on top of the game.
In October 2015, we wrote how customer service can make or break your business. We noted that how customer service is approached can impact your business. We also pointed out how The Attitude Group has services such as reputation management, social media management, public and media relations, editorial services, advertising and web design and maintenance, to turn social media into a positive customer experience channel.
We noted the importance of customer perception and the need for brand consistency across all platforms. We emphasized how brand and identity needs to be managed using tailored solutions for the long-term.
We further explained how good customer service builds repeat business and referrals. We noted that since its founding in 2004, The Attitude Group has always emphasized to businesses that the customer always comes first. And while Mr. Newman pointed out the need to listen in his article, a key element of success that we focused on in-depth as well.
We asked if the art of listening had gotten lost in today’s high-tech, fast-paced world. We always said “listening begins with the right attitude, and the right attitude begins with us.”
Mr. Newman’s article says: the “customer experience/service is fast becoming the most important tool for business success, and how a particular forum represents and adds to your brand’s vision is a vital component to (a) successful customer experience. A survey by Bain & Co. estimated that 89% of businesses rely on customer service as their primary means of competition.”
We firmly believe in out mantra that “customer service applies to one-on-one interaction between you, your staff and your customers.” We also pointed out that if your customer doesn’t come first, you won’t have customer, and without customers/clients, you have no business.
The Attitude Group has always helped your business using social media as a “customer experience channel.” Why? Because our team has and continues to be ahead of the curve and on top of the game.”