Tag Archives: Online Customer Community

Social Media Wake-Up Call

I came across this post on ReadWriteWeb that discusses how a recent study published by Opinion Research Corporation for Cone shows us that contrary to popular belief that social media is simply a fad, 85% of Americans who use social media believe that companies should have a presence in the social media environment. Also, the findings show that users want companies to interact with them via social media.

Here’s some interesting data provided by the study:

This desire for business-to-consumer interaction goes beyond simply offering customer service via Twitter. Although 43% would like to see companies offering customer service through social media, 41% would like companies to solicit feedback and 37% would like companies to provide new ways to interact with the brand via social media. These numbers could not be more clear: these consumers are practically begging for businesses to get involved in social media.

Is your company going above and beyond expectations by using social media? What are some networks, other than Twitter, that your company has used to improve customer service?

Online Customer Communities Tips

Web 2.0 is one of the latest trends in business and is changing the way companies, and consumers are interacting with one another. Rules that many thought set in stone have become unraveled and it is important for organizations to keep up with the changing times. It is especially important for organizations to understand the nature of online customer communities and how it affects the company and client relationship. This blog post from ZDNet highlights some of the best practices for online customer communities.

  1. Put the needs of the community first
  2. Community is mostly not a technology problem
  3. Active community management
  4. Measuring success with community requires new yardsticks
  5. Consumer social networks, grassroots customer communities, and business-initiated customer communities are closely related yet very different creatures
  6. Customer communities do work as a marketing channel, just not in the traditional way
  7. The more that business is integrated, the better the community will work
  8. Growth will come, but not until a community finds its identity
  9. Mutual ownership and control of communities enables trust and involvement
  10. Most communities are highly social entities, and the rules of social engagement apply
  11. Going to the community, instead of making it come to you, is a risky but increasingly viable strategy
  12. Connect the community with other CRM-related aspects of the organization

Are there any other points that you would highlight? Has your organization been implementing these tips?